Manager, Technical Support
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Job Description
Manager of Technical Support overseeing B2B technical support for clients in the DACH region. Leading a remote team and ensuring high customer satisfaction through effective support management.
Responsibilities:
- Responsibility for the technical support of the ESET portfolio in the B2B segment for end customers and partners in the DACH region
- Definition and monitoring of KPIs for customer satisfaction
- Ensuring the quality of support
- Point of contact for escalations or unresolved technical issues
- Leadership of a Germany-wide distributed remote team and its continuous development
- Support with documentation and tracking of incoming reports in the CRM system
- Participation in cross-departmental projects
- Regular reporting to the Director of Customer Care
Requirements:
- Completed vocational training in the IT field or a technical university degree
- At least 5 years of professional experience in technical support
- Experience leading remote teams in customer service, support, or similar areas
- Good knowledge of common MS Office applications as well as CRM and ticketing systems
- Strong customer orientation
- Excellent communication skills
- Structured way of working
- High resilience / ability to work under pressure
- Very good command of German and English, written and spoken
- Willingness to travel occasionally
Benefits:
- Attractive, performance-based compensation including company pension provision
- Subsidy for the Deutschlandticket
- Option for a company bike (JobRad) leasing
- 30 days of vacation
- Workation (ability to work from abroad)
- Company offerings such as health days or joint sports events
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