Technical Support Manager

Summary

Join Ventrata's passionate team as an Assisting Technical Support Manager! This role involves assisting the Technical Support Manager in ensuring high-quality customer support services. You will lead a team of technical support specialists, acting as an escalation point for technical issues, and contributing to process improvements. Responsibilities include overseeing daily operations, providing team support, participating in hiring and onboarding, performing quality control, and generating performance reports. The ideal candidate possesses strong leadership, technical, and communication skills, along with experience in technical support and team management. Ventrata offers a collaborative and flexible work environment with unlimited paid holidays, remote work options, and team-building activities.

Requirements

• Critical thinker (a curious mind, a fast learner with analytical and problem-solving skills, common sense is a must)
• Technical Skills (a proactive approach to identifying and addressing issues)
• Previous experience in management or team lead roles (demonstrated ability to lead, motivate, and manage a multicultural team across multiple regions)
• Previous experience in technical/customer support roles (demonstrated technical skills with a proactive approach to identifying and addressing issues)
• Ability to understand others' experiences and needs (consideration for others, optimism, creativity, friendliness, responsibility, building strong interpersonal relationships)
• Ability to work in a team (contribute with active and open communication, idea sharing, creating a positive and collaborative team environment)
• Great organizational skills (attention to detail, ability to execute strategies and communicate changes, understanding of priorities)
• A passion (staying current with industry trends and continuously improving processes, strong customer-oriented approach)
• C1 English level (additional language is a plus)
• EMEA based

Responsibilities

• Leading a team of technical support specialists (assist the team in their daily tasks and challenges, ensure consistent high-quality service by encouraging best practices, monitor workflows, ensure all communications align with the company’s values, provide live feedback to team members, and maintain a strong customer focus)
• Acting as an escalation point (serve as the primary escalation contact, supervise the resolution of technical issues)
• Assisting the support manager (taking an active part in creating process improvements, and supporting administrative tasks)
• Hiring & onboarding (take part in recruiting activities and conducting job interviews, facilitate onboarding and training of new hires)
• Performing regular Quality Control (perform regular quality reviews and checks of customer communication)
• Monitoring & Reporting (analyse and report support metrics, key deliverables, and goals to measure the effectiveness, and evaluate the team’s and team members’ performance)

Benefits

• Unlimited paid holiday days
• Scale-up working environment
• WFH or work remotely
• Team buildings and company retreats
• Offices in Brno and Lisbon
• Young and passionate team - the ‘Ventrata family’
• Refreshments and delicious coffee in the office area
• Hardware/ remote setup package
• Competitive salary and regular salary revaluation
• Bonuses based on company performance