Support Manager

Location: Belgrade

Description:

As a Support Manager, you will have the opportunity to help shape up and build out our support organization. You will be involved in defining support processes, SLAs as well as ensuring their implementation. The goal is to increase customer satisfaction, loyalty and retention and to meet their expectations by providing high quality service. The ideal candidate will be highly customer-centric, self-motivated, resourceful, and have excellent English communication skills.

In the role of Support Manager, you will be accountable for:

• Ensuring customers receive excellent and consistent support service
• Take ownership of customers’ issues and follow problems through to resolution
• Creation of policies and procedures within the support organization, and ensuring they are being followed
• Hiring, training, mentoring and overall management of staff within the support organization
• Analyzing support performance metrics and identifying and implementing improvements
• Ensuring you effectively defuse situations when the customers are unhappy
• Keeping accurate records and document customer service actions and discussions

Requirements:

• Proven working experience as a customer support manager in IT industry
• Excellent knowledge of management methods and techniques
• Exceptional verbal and written communication skills in English
• Working knowledge of customer service software and tools
• Strong client-facing and communication skills
• Customer service orientation
• Advanced troubleshooting and multi-tasking skills
• Degree in business administration or related field is a plus

We strive to attract exceptional people who have ‘’that extra something’’ and really enjoy what they do. Are you ready to jump onboard with us? For more details about the Life at Devtech, please see our Careers page at

http://devtechgroup.com/careers

Deadline for applications: 28.06.2017.