Support Manager

Job Category: Support Manager
Posted: April 27, 2022
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Job Description

We are looking for Support Manager to join our team!

What you will do:

  • Responsibility in design and implementation software application.
  • Working with team to develop company’s products.
  • Mentor and train more junior developers.
  • Other tasks will be assigned by the manager.

Primary Role of Position:

The Support Manager is responsible for ensuring delivery of high quality client support and for increasing client satisfaction in the service. They should have the highest level of technical understanding in all TrueCommerce products, combined with an ambition to provide an excellent client service experience.

This will be achieved by:
  • Having a high-performing and committed team and it is therefore important that the Support Manager has the ability to train and motivate the team to achieve goals, as defined by leadership from time to time.
  • First-line responsibility for direct reports and Client related escalations.

Responsibilities

We are looking for an experienced individual that will assist in the administration of Services’ Professional Services Automation (PSA) system(s). The PSA solution may encompass multiple applications. Your responsibilities will be to own user administration, assist in data integrity, and system integration.

KRA 1: Line Management Responsibilities

  • Assist with recruitment, train, support and evaluate performance of the service desk consultants to the highest levels
  • Ensure that your direct reports are motivated
  • Ensure that systems, processes and methodologies, as specified, are followed to ensure effective monitoring, control and support of service delivery
  • Assist your direct reports in prioritising, diagnosing, troubleshooting and managing open service requests and/or Incidents, ensuring effective communication is used and all service level agreements targets are met.
  • Assist with performance appraisals and other HR matters as required.

KRA 2: Client Engagement

  • Build and maintain strong and healthy relationships with all customers while ensuring that the line manager is fully informed of successes and risks.
  • Provide client feedback to the appropriate internal teams, e.g. product developers, management etc.

KRA 3: Procedure, Processes and Knowledge

  • Gather a high-level understanding of TrueCommerce solutions and support procedures.
  • Ensure that systems and security processes and methodologies are followed as specified
  • Gather a full understanding of ecommerce and supply chain including but not exclusive to document types, connectivity, EDI benefits
  • Follow standard procedures for correct escalation of unresolved issues and complaints to the appropriate internal teams

Requirements

Experience years:

  • Dedication to excellent client service experience.

Skills

  • Excellent listening, written and verbal communications
  • Ability to work on own initiative and as part of a team
  • Structured with good time management skills and committed to achieving targets
  • Self motivated, positive personality, team worker
  • Well presented, with conservative business attire for external meetings, where necessary
  • Ability to prioritise workload in accordance with overall company objectives
  • A genuine interest in working with and helping clients
  • Ability to supervise and motivate staff in a team
  • The ability to be flexible, decisive and quick-thinking
  • The ability to handle complaints and difficult situations in a patient, calm and effective way.
  • Other Requirements:

    This job description in no way states or implies that these are the only duties to be performed by the employee. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorised to give instructions or assignments.

    Additional hours may be required to be worked from time to time upon request.

    Education/Training Preferred:

    Understanding of ecommerce, connectivity and supply chain applications

    Highest level of technical understanding of TrueCommerce product OneTime

    An excellent understanding of EDI and EDI networks