Description

Critères de l'offre



* Métiers :

* Customer technical support
* Expérience min :

* 3 à 5 ans
* Secteur :

* Engineering
* Lieux :

* Geneva
* Conditions :

* Permanent contract
* Full Time

Critères de l'offre



* Métiers :

* Customer technical support
* Expérience min :

* 3 à 5 ans
* Secteur :

* Engineering
* Lieux :

* Geneva
* Conditions :

* Permanent contract
* Full Time

## L'entreprise : Michael Page ##

The client is a Blockchain SaaS company.

Voir toutes les offres de Michael Page

## Description du poste ##

* Provide overall direction for the technical support team members, ensuring all tasks are completed to high standards.
* Develop a strategy and model for technical support across offerings and solutions, driving continuous improvement and customer satisfaction.
* Maintain systems and develop strategies to improve handling of multiple support channels ensuring prompt and efficient resolution of technical issues.
* Support the team through coaching, development, coordination, and communication, fostering a positive and collaborative work environment.
* Mitigate customer escalations by developing direct customer resolution plans and providing temporary workarounds for recurring problems until permanent solutions are found.
* Remain abreast of best practices and industry standards for continuous improvement of the Service Desk and its Service Level KPIs.
* Contribute to escalated problem resolution by providing hands-on support to end users when necessary, ensuring timely resolution of technical issues.
* Manage day-to-day operations to ensure requests are resolved in a timely and effective manner, serving as the primary point of contact for client escalation points.
* Develop and maintain client relationships by understanding current and future needs, partnering with clients to ensure superior satisfaction.
* Stay up-to-date on all current company policies and procedures, ensuring compliance and adherence within the support group.
* Serve as a manager, mentor, knowledge resource, and escalation point for employees, building credibility and trust within the team.
* Drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues, ensuring continuous improvement and customer satisfaction.
* Serve as an internal consultant to leaders and teams throughout the organization, leveraging technical expertise to drive business success.

## Description du profil ##

* At least 5 years of experience working in a similar role.
* Education and/or experience in business, information systems, engineering, or computer science.
* Experience with blockchain, Jira, Cloud, and APIs software and systems.
* Demonstrated leadership and problem-solving skills.
* Comfortable working on deadlines and demonstrating sound time management and critical thinking skills.
* Strong collaborative skills and a commitment to continuous improvement.
* Experience in fast scaling technology companies is a plus.