Technical Support Manager

Tel Aviv - Israel
Description:

Prisma Photonics, a fast-growing startup, transforms infrastructure monitoring with optical fibers. We eliminate the need for extra sensors by offering sensor-free solutions to monitor electrical power grids and oil & gas pipelines across thousands of kilometers.

Our fiber-sensing technology, integrated with AI and machine learning, enables our customers to achieve environmental and renewable energy targets, ensuring smooth utility operations on their path to net-zero emissions.

We are looking for the best minds and spirits to join us in our journey. We know our product is only as great as the individuals building the hardware and software and harnessing data for good causes. Being a great team member means being eager to learn and grow, able to challenge while accepting being challenged, and working for the team and the product with enthusiasm and passion.

We are now hiring an experienced Technical Support Manager to join our growing company. As a Manager of Technical Support, you will be responsible for leading and managing a team of technical support professionals to ensure the successful resolution of customer issues and the delivery of exceptional support services. You will play a critical role in maintaining customer satisfaction, driving efficiency, and enhancing the overall technical support operations for the organization.

Responsibilities:

  • Establish and manage global 24/7 support service combining complicated SW and HW product.
  • Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services
  • Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
  • Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
  • Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
  • Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
  • Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
Requirements:
  • Proven experience in managing a technical support team or a similar role.
  • Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
  • Strong customer service orientation with a dedication to delivering an outstanding support experience.
  • Proficiency in using support tools and systems to manage and track customer issues.
  • Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.
  • Excellent organizational and time management skills to prioritize tasks and meet deadlines.
  • Familiarity with software and hardware technologies, systems, and networks.
  • Ability to work independently and collaboratively in a team environment.
  • Strong analytical and problem-solving abilities.

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