Job ref no.: CT3117255-01#6572

Support and Services Manager

Pacific Careers

  • Provide leadership for technical service support team. Guide Technical Service Support Engineers and develops responses for problem identification and resolution. Support and Service Manager must therefore be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities, should be able to supervise and assist in the investigation of technical issues affecting client systems and seeing through to resolution. Must have strong organizational, analytical and problem-solving skills, the ability to gather and critically evaluate information and guide the team.
  • Form successful relationships with key client stakeholders. Demonstrate a client first approach and be driven to deliver exceptional support in order to maximize client satisfaction. Track incidents in help desk ticketing system and acts as the customer’s representative; ensuring progress is made and communicated to all involved parties.
  • Support and Service Manager also needs strong computer skills and proficiency, must keep up to date with latest product releases, and interact with internal departments to obtain/provide required product information.
  • Excellent written and verbal communication skills, including the ability to understand and communicate technical issues clearly and concisely.
  • Recommend and implement process improvements, education and other initiatives to ensure continuous improvements to our services. Lead and participate in the development and implementation of continuous skills development, technical skills training programs/processes and constant improvement of the internal Support System for client interaction.
  • Act as escalation point for the clients and coordinate with internal software support and development teams to resolve issues within agreed SLA levels. Should own the escalation process and related standard work.
  • Manage, track and report weekly KPIs. Develops and/or maintains key performance indicators and other business measures to effectively manage technical support resources.
  • Must maintain an energetic, positive and respectful attitude, demonstrate flexible and efficient time management and ability to prioritize workload, while being rigorous in quality and detail
  • Can arrange and provide support for after-hours service to customers as required.

 

Requirement :

 

  • An academic background in Computer science or similar
  • At least 3 years’ experience managing support teams. Overall at least 5 years’ experience in client service delivery and support.
  • Ability to detect and resolve problems in an efficient and timely manner while also analyzing business needs. Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to work efficiently and accurately in a high volume, fast-paced, multitasking environment.
  • Advanced troubleshooting and problem solving skills, combined with an analytical structured approach to challenges.
  • Strong communication skills. Excellent written and verbal skills. Ability to communicate effectively interdepartmentally and externally with customers and vendors, and respond to common inquires, complaints, and requests.
  • Positive, customer-focused service-minded attitude.
  • Good organization, prioritizing, and multitasking skills.
  • Ability to compile reports and compose routine correspondence.
  • Ability to lead a team and guide them through their day to day work.
  • ITIL certification preferred
  • English: Basic conversational is a must
  • Cantonese: Basic conversational is preferred
  • Monday through Friday; Weekends and Holidays as needed

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More job information
Job ref no. CT3117255-01#6572
Salary
  • N/A
Job Function
Industry
Experience
  • 3 years - 8 years
Career Level
  • Entry level
Education
  • Asso. Deg or High Dip