Support Manager
At Born Digital, we’re reshaping the landscape of customer and employee experiences through cutting-edge conversational and visual AI solutions. With an advanced analytics platform and AI-powered chat and voice bots, we specialize in automating interactions and workflows. Orange, T-Mobile, and Samsung are among the global brands that trust us.
We are looking for a Support Manager who will establish a support department to provide our customers with solid technical support service.
Your responsibilities
- Lead the setup and management of our support team, defining operational procedures for efficient support delivery.
- Provide expert-level technical assistance, handling server operations, troubleshooting, and basic technical inquiries effectively.
- Create robust support processes to streamline customer experiences and ensure seamless operations.
- Act as a liaison between support and development teams, addressing advanced technical issues collaboratively.
- Utilize remote troubleshooting skills to swiftly resolve technical challenges, optimizing support efficiency.
- Navigate and preserve customer relationships during technical challenges, ensuring effective communication, and providing solutions to maintain customer satisfaction.
About you
- Experience with L1, L2 or L3 support is an advantage
- Proficiency in technical customer support and in creating support processes is a plus
- Strong communication abilities to liaise effectively between support, internal as well as client’s development teams
- Remote troubleshooting proficiency for efficient problem resolution.
- Bonus: Familiarity with Cloud platforms, Node.js, Python, or similar technologies.
Why join us?
- Remote and flexible work 🧑🏻💻
- Competitive packages 💸
- 4 weeks of vacation 🌴
- Team events such as off-sites and retreats 🤝