Technical Support Manager

Established in 2008, Geidea epitomises customer focused empowerment and commercial success through continuous innovation.

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market.

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking

www.geidea.net

To maintain competitive advantage as we grow, we are currently looking for new Technical Support Manager.

The Role

Technical Support Manager is a strategic and supportive partner for the customers handling Egypt, KSA and UAE. Will lead a team of technical support agents to help the merchants to work smoothly without any technical issues.

Responsibilities

• Develop a positive team relationship by being supportive, easily accessible and proactively encouraging daily motivation and recognition.
• Contribute to creating a high-performing team by mentoring, coaching, and guiding team members on support procedures, best practices and job processes.
• Ensure that your team is allocated and reacts to inbound tickets promptly via chat, phone, and email.
• Responsible for the allocation of tickets tasks to Support Specialists in your team and their prompt resolution.
• Evaluate the work performed by Support team by various metrics including customer feedback, response time and resolution time compared to expected KPIs.
• Assist HR in the hiring and training of new Support Specialists.
• Assist Product Team in the preparation of training materials.
• Work with the Field Services team to allocate tasks which can not be resolved remotely.
• Assess, report and take action on your team’s performance for KPIs such as time of job completion, customer satisfaction and quality of work completed.
• Assist in the design and implementation of internal training programs and documentation.
• Ensure your team respond promptly to all customer queries, keeping the customer informed of their progress as they provide a resolution.
• Ensure your team provides excellent customer experience through technical support and communicates clearly and empathetically to technical and non-technical users alike in asking questions about the issue, requesting information, and providing a solution.
• Ensure your team provides working solutions to issues and tests the solution is working where happy with and understands the result.
• Ensure your team documents issues and resolutions accurately, clearly and in a timely manner within our ticketing system.
• Ensure your team effectively triages the type of issue - misconfiguration, retraining, retraining or software bug and take the necessary action to rectify it.
• Ensure your team effectively report bugs to development team using internal tools when they are identified.
• Ensure your team meets or exceeds KPIs including ticket response time, time to close, and customer satisfaction.

Requirements

• Bachelor’s degree in computer science, engineering or any equivalent major.
• 7-10 years’ experience preferably in a SAAS or technical role in software, Information Technology field.
• Management with excellent performance in KPIs.
• Track record showing good technical fundamentals.
• Experience and knowledge of the ECR sector.
• Fluent in Arabic and English.
• Excellent team leadership skills.
• Track record of managing support or onboarding teams.
• Ability to analyse team performance to continuously improve outcomes.
• Expert in support ticketing systems.
• Good fundamental knowledge of networking set up and configuration.

Our values guide how we think and act - They describe what we care about the most

Customer first - It’s embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking

Resilient – If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team

We are changing lives by constantly striving for a better solution

Click apply below and become part of the Geidea story