Manager, Technical Support

TL;DR

Manager, Technical Support: Overseeing a team delivering top-notch support for hirify.global software products worldwide with an accent on managing advanced technical assistance and ensuring service level agreements are met. Focus on troubleshooting unique customer issues, providing consultative solutions, and collaborating cross-functionally to ensure positive customer experiences.

Location: Hybrid (2 days office, 3 days remote) in Manila, Philippines

Company

hirify.global is a market-leading global corporation providing software products used by over 25,000 businesses, including 85 of the Fortune 100, focusing on customer experiences, financial crime, and public safety.

What you will do

• Manage trouble-tickets for customers encountering challenges with hirify.global software products.
• Deliver exceptional customer support via telephone, chat, and email communications.
• Act as a technical liaison for cross-functional departments within hirify.global.
• Support Technical Support Engineers with advanced troubleshooting.
• Lead and coach a team of Technical Support Specialists.
• Prioritize department activities, manage projects, and oversee recruitment and performance management.

Requirements

• Bachelor’s degree in Computer Science, Business Information Systems, or related field, or equivalent experience.
• Minimum of 6 years in technology-related roles or technical support positions in software, telecommunications, or LAN/WANs.
• At least 4+ years of managing high performing teams in a complex, fast-paced environment.
• Exceptional problem-solving skills and demonstrated technical proficiency.
• Outstanding customer service and communication skills, both verbal and written.
• Strong understanding of TCP/IP fundamentals and ability to multitask.

hirify.global-to-have">hirify.global to have

• Advanced TCP/IP experience.
• Basic to advanced understanding of telephony.
• Solid Voice over IP (VoIP) knowledge/experience focused on SIP signaling.
• Experience in scripting using web services.

Culture & Benefits

• Join an ever-growing, global company with teams that work in a fast-paced, collaborative, and creative environment.
• Work according to the hirify.global-FLEX hybrid model, enabling 2 days working from the office and 3 days of remote work each week.
• Enjoy endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• Chance to learn and grow daily in a market-leading company.