Technical Support Services Manager
3 weeks ago
About the Role
We are seeking a highly skilled Technical Support Services Manager to join our team in the entertainment industry. This is a unique opportunity to work with a diverse range of clients and develop your expertise in providing exceptional customer support.
Key Responsibilities
- Maintain strong relationships with clients through effective communication and issue resolution.
- Collaborate with cross-functional teams to deliver tailored solutions to meet client needs.
- Develop and implement processes to ensure efficient ticket management and reduce breaches.
- Provide training and guidance to site teams to enhance their technical skills and knowledge.
- Work closely with commercial and product teams to identify opportunities for growth and improvement.
- Manage client expectations by clearly defining scope, schedule, and contract.
- Ensure adherence to global Service & Support policies and procedures.
Requirements
- Proven experience working in technical or production management, preferably in the entertainment sector.
- Bachelor's degree or equivalent qualification/relevant experience.
- Strong leadership and management skills with a customer-first mindset.
- Excellent written and verbal communication skills.
- Ability to understand and absorb new skills and information quickly.
- Familiarity with ERP systems (e.g., Epicor) and customer service ticketing platforms (e.g., Zendesk).
Salary Information
The estimated salary for this role is $120,000 - $180,000 per annum, depending on experience and qualifications.
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