Remote job
Technical Support Manager
Job details
About this role
Role overview
This role leads technical customer support for users of software products or services. The work combines hands-on issue resolution, service-quality analysis, customer communications, reporting, and the development of processes for handling feedback and complaints.
Responsibilities
- Support customers and resolve complex or persistent issues escalated from frontline service teams. - Analyze service statistics and other operational data to assess customer-support performance. - Prepare clear written information for customers using standard software tools. - Produce reports on support performance and identify areas for improvement. - Develop and maintain procedures for customer feedback and complaints.
Requirements
- Upper-intermediate or higher English proficiency. - Basic understanding of software-development processes. - Familiarity with computer-network fundamentals, including internal and external networks. - Understanding of networking concepts such as port forwarding. - Strong logical thinking, creativity, communication, adaptability, and accountability. - Computer literacy; previous customer-service experience is an advantage.
Benefits and work setup
- Flexible working schedule with working hours from 10:30 to 19:30, including a lunch break, based on Ukrainian time. - Friendly team environment and opportunities for professional self-realization. - Competitive salary, 21 days of annual leave, and five paid sick days.