SysAid Technologies
  • Published: July 15, 2021
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Airport
How many relevant years experience do you require for the role:
More than 3 years

Description

SysAid Technologies Ltd. is looking to add a Senior Technical Operations Manager to our Customer Care department, to lead a group of Developers and Tier3 Teams. The group is instrumental in troubleshooting complex product issues and also design, develop and configure to meet client requirements. This hands-on, Customer facing position requires broad engineering competence and in-depth technical knowledge of application software development and demonstrated experience successfully resolving complex customer issues in a dynamic environment. Successful candidates must be motivated to work in a data-driven environment, have a desire to drive process improvement, and capable of driving complex issues into a full resolution.

Responsibilities:

- Manage and grow Tier3 and Custom Dev Customer Care Team in different regions and time zones
- Conduct hands-on technical investigation for customer tickets that are being escalated
- Lead and develop projects for our customers
- Keep the experience for our customers at the highest standards.
- Set KPIs and pursue top service standards to meet those KPIs
- Provide insights based on data to identify improvements in the team day-to-day operation
- Conduct hands “lesson learned” sessions to review tickets that were not managed well and implement changes in the daily cadence to improve
- Identify new tools and technologies to better serve the customer
- Act as the voice of the customer across the organization
- Develop and execute plans for personal team members development

Requirements

- BS/BA degree in Computer Engineering or related discipline.
- Recent management experience (at least 2 years).
- 5 years experience in providing technical support to global customers using the SAAS platform and Cloud infrastructure, assisting with integration and product-related queries automation controls as a Tier 3/4 Support engineer.
- Proven development experience in client-side technologies such as JavaScript, jquery or react.
- Experience as an IT/System Admin - strong advantage 
- Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.
- A proactive, energetic, and go-getter mentality. Thrive in a multi-tasking environment.
- Extraordinary interpersonal skills as well as written / verbal communication skills in English
- Experience multitasking in a fast-paced high growth B2B software environment
- Results-oriented team player who demonstrates best in class customer service skills
- Working knowledge with Web Services (SOAP and REST APIs)
- Experience working with Databases (MsSQL, Oracle, MySQL)
- Scripting in Groovy a plus

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