Head of Technical Support

4 weeks ago

Dubai, United Arab Emirates ClickJobs.io Full time

Head of Technical Support at ProFindaProFinda is now looking for a dedicated individual to join our teamas the Head of Technical Support with 10 or more years ofdemonstrable experience leading a support team to help SaaScustomers with general inquiries, resolving issues that requiredeep dives into our API and technical implementations. In thisposition you will: Management of a professional support team,including skills development and performance management.Operational control, shift scheduling, accountability for keyperformance indicators (KPIs) Ensures that all customer cases areresponded to within the SLA, and in a professional manner Act asthe customer escalation contact, and ensure that such escalationsare addressed appropriately Manage a team of 1st and 2nd LineSupport Agents, including internal employees and our outsourcedteam based in India. Report on KPI’s and producereports/dashboards for the Senior Management Team. Accountabilityfor customer satisfaction Contribution to the support knowledgebase Continuous improvement to the team's processes andsupport service delivery Hire, develop and train support team tomatch business requirements Work with the leadership team to drivegrowth and transformation initiatives What you need to besuccessful in the role: At least 10 years of experience intechnical support within a SaaS organization, with at least 5 yearsin a leadership role Experience using a Support Helpdesk tool suchas Jira Service Desk, Zendesk or similar. Strong knowledge ofsoftware development methodologies, tools, and frameworks Knowledgeof ITIL IT Service Management principles Experience in leading andmanaging cross-functional teams Excellent communication,interpersonal, and leadership skills Ability to work in afast-paced, dynamic environment Strong problem-solving andanalytical skills, with a focus on attention to detail Demonstratedability to manage budgets and resources. We offer: A competitivecompensation Laptop Work remotely from home 25 holidays, plus 8bank holidays Learning and development budget Team retreats OurCulture & Values: At ProFinda, we know that a great cultureis something that develops naturally on the back of strong, clearlydefined company values and leadership. This culture is whatmotivates and retains talented employees. Our values are true toProFinda and are reinforced among our employees daily, translatingto a culture that makes the entire team proud. We’re apurpose-driven company, engaged and excited about the work we aredoing. We know good ideas come from everywhere, so we work toensure every person feels safe to take risks and think outside ofthe box. You will get a responsible role in an ambitious team, atthe forefront of our rapid growth. We operate based on trust. Weare proud of the company's autonomy and work based onflexible hours. We care about the results, not harsh deadlines.

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