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Full Time Remote
1 month ago
About The Position SysAid Technologies Ltd. is looking to add a Delivery Manager to our Customer Care department, to lead a group of Developers and Tier3 Teams. The group is instrumental in troubleshooting complex product issues and also design, develop and configure to meet client requirements. This hands-on, Customer facing position requires broad engineering competence and in-depth technical knowledge of application software development and demonstrated experience successfully resolving complex customer issues in a dynamic environment. Successful candidates must be motivated to work in a data-driven environment, have a desire to drive process improvement, and capable of driving complex issues into a full resolution. Responsibilities: 𐀟 Manage and grow Tier3 and Custom Dev Customer Care Team in different regions and time zones 𐀟 Conduct hands-on technical investigation for customer tickets that are being escalated 𐀟 Lead and develop projects for our customers 𐀟 Keep the experience for our customers at the highest standards. 𐀟 Set KPIs and pursue top service standards to meet those KPIs 𐀟 Provide insights based on data to identify improvements in the team day-to-day operation 𐀟 Conduct hands β€œlesson learned” sessions to review tickets that were not managed well and implement changes in the daily cadence to improve 𐀟 Identify new tools and technologies to better serve the customer 𐀟 Act as the voice of the customer across the organization 𐀟 Develop and execute plans for personal team members development Requirements 𐀟 BS/BA degree in Computer Engineering or related discipline. 𐀟 Recent management experience (at least 2 years). 𐀟 5 years experience in providing technical support to global customers using the SAAS platform and Cloud infrastructure, assisting with integration and product-related queries automation controls as a Tier 3/4 Support engineer. 𐀟 Proven development experience in client-side technologies such as JavaScript, jquery or react. 𐀟 Experience as an IT/System Admin – strong advantage 𐀟 Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions. 𐀟 A proactive, energetic, and go-getter mentality. Thrive in a multi-tasking environment. 𐀟 Extraordinary interpersonal skills as well as written / verbal communication skills in English 𐀟 Experience multitasking in a fast-paced high growth B2B software environment 𐀟 Results-oriented team player who demonstrates best in class customer service skills 𐀟 Working knowledge with Web Services (SOAP and REST APIs) 𐀟 Experience working with Databases (MsSQL, Oracle, MySQL) 𐀟 Scripting in Groovy a plus