Product Support Manager

Job Description
Our support team provides solutions.
Manage the support team that helps our customers to resolve issues and provide consultation related to our software product.
Work in a global environment
Responsibilities
• Handle a team of direct reports within Support group.
• Work with escalated situations from emails to online calls.
• Manage metrics for the support team.
• Conduct annual employee reviews for direct reports.
• Deliver and drive new processes within the Support operation.
• Communicate with business partners and associates at all levels.
• Create and manage documentation of team procedures and processes.
• Communicate with customers, via email or other online tools.
Must-have Qualifications
• 2+ years management experience.
• 4+ years of proven work experience in Application support.
• Ability to diagnose and troubleshoot basic and advanced technical issues
• BA in computer science or an equivalent and relevant certification
• Hands-on SQL skills (read and write queries and scripts).
• Hands-on experience with Windows servers and IIS
• Experience with HTML, CSS, JavaScript.
• Experience with cloud services – advantage
Personal qualities
• Excellent communication skills in English (verbal and written).
• Passionate problem-solving with a “can do” approach.
• Attention to details.
• Team player.
• Open to learn new things.
• Be able to multi-task.