Technical Support Manager (Software Product), Kobiton

Responsibilities
The Technical Support (TS) Manager oversees the day to day operations of the function and manage a team of product specialists in resolving customers' tickets. The TS Manager is responsible for maintaining consumer satisfaction through optimizing the support workflow, building self-help content and coordinating the technical resources across TS and Engineering teams to provide efficient solutions for the customers.
The Technical Support Manager is also responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of the service.
Responsibilities:
Optimizing the tickets resolving strategy according to specialists' skillset and allocate resources effectively to maintain the time to respond and satisfaction KPIs
Develop the knowledge-based content to resolve common issues
Handling enterprise accounts' key contacts to ensure a proper support protocol with guidance for specialists to ensure the successful deployment of Kobiton solution for these accounts
Coordinate on-call troubleshoot sessions between customers and specialists.
Represent TS team to collaborate with Sales, Engineering, and Success functions
Manage, coaching, and training the specialist to improve the support service capability
Responsible for enabling and delivering the TS function KPIs