Technical Support Manager

Telavox är en telefonioperatör som utvecklar marknadens bästa molnväxel. Vi är starkt expansiva och har på ett par år gått från att ha varit ett litet källarföretag till att idag ha över 100 anställda. Sedan 2010 är vi en Di Gasell och vi är topprankade på Veckans Affärers lista över svenska Superföretag.

We are now recruiting a Technical Support Manager with strong leadership ability to our HQ in Malmö. We offer you a challenging and developing position in an international environment.

Job description
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In the Technical Support Manager role, you will be responsible for managing a group of 12-15 Technical Support Agents who handles all countries in the Telavox group. The team is responsible for 1st, 2nd and 3rd line technical and customer support. The technical support team assists our clients in resolving technical and application related inquiries. In assessing and improving support processes and KPI:s, including team performance and customer satisfaction, you will work to ensure that the team delivers world-class technical and application support to Telavox’s growing customer base.

As Technical Support Manager your areas of responsibility will be:

- Responsible for managing the recruitment, training and development of the Technical Support team, ensuring world-class support for Telavox’s customers.
- Provide leadership to the Technical Support team by mentoring Technical Support Agents, particularly in the development of customer service, time management, and problem solving skills.
- Manage performance and growth plans of team members, working with them to develop and implement individual career development plans.
- Effectively service client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps.
- Develop, measure and manage customer support KPI:s such as quality of service, close rates, response times, and teamwork.
- Communicate and develop relationships with the Sales, P&D and Operations teams to prioritize and address high priority technical issues.
- Identify, manage and execute Technical Support projects and initiatives.

You will report to the Operations Manager.

If you’re interested in the job and have questions, please give us a call (but not if you’re a sales rep…). Selection and interviews are held continuously, so please apply as soon as possible!