Technical Support Manager

6 months ago


مصر, Egypt SSC Egypt Full time

**Responsibilities**:

- Drives value to customers and team members by creating and sharing related knowledge.
- partners with customers to support their business strategy and goals.
- Maintain External, Internal, and the vendor SLAs. Awareness of ITIL is a plus.
- Serve as the primary escalation point for internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.
- Provide consistent oversite on service ticket progress to ensure customer timelines and expectations are managed.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.

Provides business and technical support to customers, helps customers troubleshoot problems, and works with customers to implement and configure the product or service.
- Manage complex customer issues, coordinating appropriate technical personnel, defining work, and deadlines, and driving customer communications until the customer has confirmed issue resolution.
- Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs.
- Accountable for the team’s delivery of timely and accurate technical solutions to customers
- Participate (or lead, when appropriate) in new technology adoption to enhance services offered to our customers
- Demonstrate an approach of continuous improvement across all areas of the work.
- Ensure depth and breadth of technical skills are maintained across the team to support customer demand.
- Partner across internal teams to vet and onboard new products and/or services
- Develop, implement, and continuously improve process documentation for the technical support team.
- Allocate and hire the right resources to ensure meeting the company SLAs.
- Manage initiatives for the team to deliver next-generation services.
- Actively participate in best practice sharing within the services organization
- Proactively explore automation and net new efficiencies, making recommendations to senior leadership

**Requirements**:
**Requirements**:

- Bachelor’s degree or four or more years of work experience
- Experience working at the Support Desk
- 3+ years of experience in a technical managerial role and IT services industry (The educational domain is a Plus.
- Experience with ticketing solutions such as Zendesk
- Prior consulting or support experience preferred.
- Prior mentoring or leadership experience preferred.



  • مصر, Egypt Informa Global Support Full time

    Company Description At Informa Global Support, we’re about connecting businesses and professionals with knowledge. From cutting-edge research to specialist digital demand, our reach is extensive. We’re the power behind a range of fantastic brands such as FAN EXPO, Omdia, World of Concrete and many more. Through cutting edge research we’re here to...

  • Technical Support

    6 months ago


    مصر, Egypt DXC Technology Full time

    **Job brief**: To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet...


  • مصر, Egypt Ericsson Full time

    **About this opportunity** Customer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customer on a day-to-day basis. This role is a mix of technical/operational and team leading responsibilities, which means that the CTM should have good technical competence to lead customer discussions on technical...

  • IT Technical Support

    7 months ago


    مصر, Egypt Transmar Full time

    **Job Summary**: Administrate and maintain the company's internal networks and all technical issues related to all users computers. **Responsibilities**: **System & Security**: - Set a backup plan for all users data and all systems data regularly. - Search for the most updated releases to maintain up-to date software & data file security. - Participate in...


  • مصر, Egypt NCR Atleos Full time

    About NCR NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries. Job Summary The technical support Specialist...


  • مصر, Egypt Rewaa Full time

    **Job Purpose** As a Technical Support Specialist, you will play a crucial role in providing exceptional technical support and assistance to our customers. You will be responsible for troubleshooting software issues, resolving customer inquiries, and ensuring a positive customer experience. This role requires a strong technical background, excellent...

  • Technical Support

    7 months ago


    مصر, Egypt IBM Full time

    Introduction At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...


  • مصر, Egypt Arrow Electronics, Inc. Full time

    **Position**: Technical Support VMWare At **Arrow ECS **we are at the forefront of new technology, providing businesses with technical expertise. As a company we sell and maintain customer's datacenter, network and cybersecurity solutions, in the cloud or on premise. Our customers can range from small businesses to some of the biggest companies in the...

  • Technical Support

    7 months ago


    مصر, Egypt IBM Full time

    Introduction At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...


  • مصر, Egypt Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • مصر, Egypt Microsoft Full time

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • مصر, Egypt RISEUP Group Full time

    Your Mission: As an Associate Manager you will play a pivotal role in driving customer outcomes and leading and managing a team of highly technical engineers. You will set the tone & the tempo for your team, leading by example, coaching & mentoring to ultimately to drive an exceptional customer experience. To do this you will drive operational excellence...


  • مصر, Egypt Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • مصر, Egypt Hadaf Full time

    Responsibilities: - Technical Support: - Providing assistance to customers by helping troubleshoot and resolve technical issues with products or services. - Ensuring customers have a positive experience through patient, understanding, and helpful customer service. - Identifying, diagnosing, and solving technical problems promptly. - Keeping detailed...


  • مصر, Egypt Uqudo Full time

    **Title**: Technical Support Engineer **Function**:Technology **Location**: Remote **Job Type**: Permanent/Full time **Company Overview**: In a world increasingly reliant on digital interactions, trust is the foundation upon which meaningful business relationships are built. As online transactions continue to surge at an unprecedented pace, Uqudo stands...


  • مصر, Egypt Dafater Full time

    Embark on an exciting journey with Dafater, a trailblazer in software solutions! We're seeking a dynamic Technical Support Specialist to lead our customer assistance efforts. Ready to shape the future of client support and satisfaction? Join us and make your mark today! **Key Responsibilities**: - Maintain a deep understanding of our software products,...


  • مصر, Egypt FlairsTech Full time

    Cairo / Alexandria - 2 years Experience - Business Operations & Support Services Department **About the job**: **Requirements and responsibilities** ***: - Work cross-functionally to resolve and escalate customer issues - Update support materials and maintain customer support desk as needed - Troubleshooting incidents - Setting up and configuring new...


  • مصر, Egypt Microsoft Full time

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • مصر, Egypt Rabie Al-Takyeef Factory Full time

    **Mechanical Engineer - Technical Support (Alexandria or Cairo)** We are a ducting-system-manufacturing company seeking a highly motivated and results-oriented **Mechanical Engineer** to join our growing team in **Alexandria or Cairo, Egypt**. In this role, you will provide technical support to our customers, design customized products, submit various...


  • مصر, Egypt Webhelp Full time

    **Customer Service/Support** **Location** - Cairo, Egypt*** Job Title: Technical Support Engineer - Premier (Attaching CVs is a MUST) **Job Description**: The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal...