Address
Form of work
SalaryAre you a seasoned Support Manager looking for an exhilarating opportunity to lead and establish a support function within a cutting-edge software services company specializing in the motor racing industry? Our client is in search of a highly skilled and dedicated individual to ensure their clients receive unparalleled support and assistance throughout their engagement with their products and services. This role offers a unique chance to join a dynamic and fast-paced environment where your expertise will be instrumental in driving the success of the organization.
Responsibilities:
- Provide timely and efficient responses to client queries and issues, ensuring top-notch customer satisfaction.
- Develop and implement structured processes for handling and resolving support requests, including clear escalation paths and response time targets.
- Cultivate a deep understanding of the software products to perform thorough investigation and diagnosis of client issues, offering effective technical solutions or escalating complex problems to the appropriate teams.
- Establish a knowledge-sharing framework to keep the team abreast of the latest product developments and technical advancements.
- Maintain a professional approach to ticket management, ensuring meticulous documentation, prioritization, and swift resolution of client issues.
- Create comprehensive documentation and run books for common problems, building a knowledge base of effective solutions and troubleshooting techniques for the support team and clients.
- Set up a structured documentation framework to ensure consistent and easily accessible documentation for the team.
- Demonstrate flexibility to synchronize time and be available online during motor racing events, providing real-time support and resolving any arising issues.
- Develop a structured schedule and coverage plan for event support, ensuring adequate team members are available with clearly defined responsibilities.
- Utilize QA skills during quieter periods to conduct manual testing of the software, ensuring optimal performance and identifying potential issues proactively.
- Oversee the growth and development of the support team as required, identifying skill gaps, providing ongoing training and mentorship, and participating in the hiring process to expand the team's capabilities.
- Proven track record in a similar support role, preferably within the software services industry.
- Experience in establishing and implementing support structures and processes.
- Strong technical proficiency in software systems, troubleshooting methodologies, and diagnostic tools.
- Ability to grasp complex software architecture quickly and provide effective solutions.
- Exceptional customer service skills with a focus on responsiveness, empathy, and problem-solving. Ability to remain composed and professional under pressure.
- Excellent written and verbal communication skills for documenting support cases, creating run books, and conveying technical information effectively.
- Experience in developing standardized documentation templates and implementing documentation management systems is advantageous.
- Demonstrated ability to manage multiple tasks and priorities efficiently, meeting deadlines and ensuring high-quality support within specified SLAs.
- Experience in implementing time management tools and workflows to optimize support team productivity is desirable.
- Proven ability to collaborate effectively with cross-functional teams, including developers, testers, and project managers, to resolve client issues and provide feedback for product improvement.
- A passion for staying updated with the latest technologies, trends, and best practices in the software services and motor racing industries. Ability to create and deliver training programs to enhance the skills and knowledge of the support team.
- Experience in fostering a collaborative and structured work environment.
- Experience in developing customer-centric support processes and protocols.
- Experience in establishing knowledge-sharing frameworks and technical training programs.
- Familiarity with motor racing or related industries is a plus.
- This role requires shift work, including weekends.
- This will involve developing a fair and efficient shift schedule to ensure adequate coverage and seamless customer support services.
- You will also establish a structured rotation plan and implement effective communication channels to maintain smooth operations during shift transitions.
