Technical Support Manager
6d ago

In this role you will :

  • Monitor and evaluate Support Engineer and Senior Support Engineer’s monthly performance, including call / email and after work monitoring, review productivity and attendance reports, and coach staff members to improve performance;
  • Manage daily activities and set performance goals accordingly;
  • Assign work and tasking priorities as necessary to meet departmental KPIs;
  • Meet monthly key support performance goals for customer satisfaction (NPS), quality (CSAT and internal), productivity (Throughput) and other key performance metrics;
  • Ensure that customers’ questions and problems are resolved properly and quickly;
  • Address challenging problems that require escalation;
  • Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience;
  • Drive business initiatives to improve customer experience (Process and business re-engineering);
  • On your first day, we'll expect you to have :

  • 12 years or more of experience in the software industry with a minimum of 5+ years or more experience of related working experience in a Customer Support Center function in a managerial capacity;
  • Experience in working 24x7 support operations and with teams across multiple locations;
  • Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization;
  • BS / BA degree or equivalent technical experience, MBA a significant plus. Experience in both small and large companies is highly desirable;
  • Good communications and interpersonal skills;
  • Track record of accomplishment and effectiveness within organizations;
  • Familiarity with JIRA and Confluence will be an added advantage;
  • The following competencies are at the core of what you'll do :

  • Customer focus;
  • Business Acumen;
  • Change, adaptability and flexibility;
  • Team Player;
  • The team is filled with customer focused individuals that champion and support industry-leading products used by a growing list of customers globally.

    We challenge one another every day and hold ourselves accountable for our work product, as well as our customer's overall success.

    We all enjoy the interactions with customers, problem-solving, digging into complex issues, and actively championing for customers within Atlassian.

    We wake up every morning asking ourselves how we can improve the customer's experience, the quality of our product, the quality of our support system, or our individual weaknesses.

    We are not scared of challenges, nor do we back down or get deterred by tough problems. We are at our best when problems seem the hardest, pushing to identify root causes and solutions.

    We are a combination of passion and persistence. We feel that through our roles we can positively impact millions of end-

    users and their experience with Atlassian products. Our team is open, filled with varied backgrounds and talents, respectful, focused, located around the globe, and all about providing legendary service to our customers.

    To learn more about working with the Support Team at Atlassian, check out our Support Team page!

    Our offices are open, highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks : ample time off to relax and recharge, flexible working options, five paid volunteer days a year to support your favourite cause, plenty of food and beverages, ergonomic workstations, unique ShipIt days, a company paid trip after five years and more.

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