Assistant Manager-Technical Support

Key Responsibilities:

• Manage a team of technical support engineers to ensure customer issues are resolved promptly
• Monitor and manage the support queue to ensure the timely resolution of customer issues
• Troubleshoot complex technical issues related to IoT devices and escalate issues to appropriate teams when necessary
• Develop and maintain documentation of technical support processes and procedures
• Provide coaching and mentoring to technical support engineers to help them develop their skills and knowledge
• Collaborate with other departments to ensure effective communication and resolution of customer issues
• Conduct regular performance evaluations of technical support engineers and provide feedback to help improve their performance
• Ensure customer satisfaction by providing high-quality technical support

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or related field
• Proven experience managing a technical support team
• Experience troubleshooting IoT devices
• Strong communication and interpersonal skills
• Ability to work well under pressure and in a fast-paced environment
• Experience with ticketing systems and customer support software
• Strong analytical and problem-solving skills
• Ability to work night shifts