The challenge

Ventrata is excited to announce we are recruiting for a passionate Assisting Technical Support Manager. If you like working in a team where people take care of each other, people are honest with each other, where we give honest feedback and we receive honest feedback, we might have a great job for you.

The position of Assisting Technical Support Manager reports to the Technical Support Manager and assists the manager with ensuring the quality of support services available to our customers. While leading the team, the Team Leader is expected to remain hands-on and contribute to the issue-solving process.

What you will be doing

The world of ticketing requires effective, live, and fast support 24/7. You will be responsible for assisting the support manager with key responsibilities to ensure delivering exceptional customer experience. You will be expected to oversee day-to-day technical support operations and ensure the technical support team has all the tools and support to do exceptional work and keep the customers happy.

Responsibilities

Leading a team of technical support specialists (assist the team in their daily tasks and challenges, ensure consistent high-quality service by encouraging best practices, monitor workflows, ensure all communications align with the company’s values, provide live feedback to team members, and maintain a strong customer focus)
Acting as an escalation point (serve as the primary escalation contact, supervise the resolution of technical issues)
Assisting the support manager (taking an active part in creating process improvements, and supporting administrative tasks)
Hiring & onboarding (take part in recruiting activities and conducting job interviews, facilitate onboarding and training of new hires)
Performing regular Quality Control (perform regular quality reviews and checks of customer communication)
Monitoring & Reporting (analyse and report support metrics, key deliverables, and goals to measure the effectiveness, and evaluate the team’s and team members’ performance)

Requirements

Critical thinker (a curious mind, a fast learner with analytical and problem-solving skills, common sense is a must)
Technical Skills (a proactive approach to identifying and addressing issues)
Previous experience in management or team lead roles (demonstrated ability to lead, motivate, and manage a multicultural team across multiple regions)
Previous experience in technical/customer support roles (demonstrated technical skills with a proactive approach to identifying and addressing issues)
Ability to understand others' experiences and needs (consideration for others, optimism, creativity, friendliness, responsibility, building strong interpersonal relationships)
Ability to work in a team (contribute with active and open communication, idea sharing, creating a positive and collaborative team environment)
Great organizational skills (attention to detail, ability to execute strategies and communicate changes, understanding of priorities)
A passion (staying current with industry trends and continuously improving processes, strong customer-oriented approach)
C1 English level (additional language is a plus)
EMEA based

Assistant Technical Support Manager

EMEA

Remote

Senior

Ventrata