Technical Support Manager

7 months ago

Cairo, Egypt MaxAB Full time

Founded in 2018, MaxAB is a rapidly growing food and grocery B2B e-commerce and distribution platform that serves a network of traditional retailers (mom-and-pop stores) across the MENA region. Using proprietary technology, MaxAB offers a transformative pull-driven supply chain and a tech-product that empowers both traditional retailers and suppliers. MaxAB offers traditional retailers the simplicity of dealing with one supplier, transparent pricing, on-demand delivery, and a range of value-added and embedded finance solutions. Suppliers benefit from MaxAB's end-to-end supply chain solutions and business intelligence tools that allow them to accurately predict, monitor, and control the impact of their strategies in real time.

Our MaxAB talent are dedicated to uphold the MaxAB culture and values all while continuing to grow and improve services for our clients. They are innovating new ways to help improve the quality of life of the Egyptian retailer and soon to other retailers globally.

If you are passionate about working hard to make an impact and innovate new solutions, MaxAB is looking for top talent

**Job Summary**:
A Tech Support Manager is responsible for overseeing a team of technical support specialists who provide assistance to internal employees and specific customer technical issues. A Tech Support Manager plays a crucial role in ensuring the smooth operation of our products and teams within MaxAB.

**Responsibilities**:
1. Team Management:

- Supervise and lead a team of technical support staff, including hiring, training, and performance evaluations.
- Provide coaching, mentoring, and support to team members to ensure they meet performance goals and objectives.

2. Customer Support:

- Ensure prompt and effective resolution of technical issues and inquiries from customers or internal users.
- Monitor and maintain high levels of customer satisfaction by meeting or exceeding service level agreements (SLAs).

3. Resource Allocation:

- Allocate resources efficiently to handle support requests, balancing workload among team members.
- Plan staffing levels to meet business needs and ensure 24/7 support coverage if necessary.

4. Process Improvement:

- Continuously assess and improve support processes, workflows, and documentation to enhance efficiency and quality of service.
- Implement best practices and industry standards to streamline operations.

5. Reporting and Metrics
- Track and analyze key performance indicators (KPIs) to evaluate the team's performance and make data-driven decisions for improvements.
- Prepare and present reports on support team performance to senior management.
- Share a dashboard every end of quarter with key initiatives that we need to work on related to common issues etc.

6. Escalation Management:

- Handle escalated customer or technical issues that cannot be resolved at lower support levels.
- Collaborate with other departments, such as engineering or product development, to address complex problems.

**Requirements**:

- A bachelor's degree in computer science, information technology, or a related field is typically preferred.
- 5+ years of experience in technical support
- Strong technical skills and a deep understanding of IT systems, hardware, and software. Familiarity with troubleshooting techniques.
- Strong organizational and time-management skills to handle multiple tasks and priorities effectively.
- Excellent problem-solving skills to assist with complex technical issues and provide guidance to the team.

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