Technical Support Team Manager

This role is primarily focused on guiding, training, coaching and mentoring each member of the team with the end goal to deliver superior quality technical support to CommPeak's clients.  

• Act as first point of escalation for Technical Support Engineers and directly handle customer escalations as needed
• Coordinate and supervise escalations to higher tier or other departments to determine proper and timely solution
• Manage team's daily activities and overall individual and team performance to ensure established metrics and SLAs are met
• Ensure team members are updated on new products, services, features, processes and best practices
• Responsible for overall growth and development of each team member through evaluation, coaching, training and mentoring
• Recommend, establish and implement processes, policies, standards and procedures of the business unit
• Help to recruit, train and retain top talents

• Minimum 2 years of supervisory experience in relevant field (Technical Support, NOC, Service Desk, IT/Engineering)
• Knowledge and experience in system and network infrastructures such as LAN and WAN network technologies, Servers and Linux OS, Cloud services and platforms, monitoring tools
• Working knowledge in VoIP technologies (SIP, Asterisk, OpenSIPS) is a big plus
• Knowledge in business process improvement is a big plus
• Proven ability of effective coaching and mentoring
• Self-disciplined, self-motivated and strong organization and time management skills
• Willingness and ability to learn new products and network technologies quickly, often without the focus of formalized training
• Excellent communication skills, both written and verbal with the ability to communicate technical terminologies effectively and in a comprehensible manner both to clients and colleagues

• Great career growth opportunity to develop within the Company
• Learning culture- We invest greatly in learning and developing professional and personal skills
• Working in a truly international team on truly international and multi-regional projects
• Private health insurance
• Hybrid work set-up
• Internet allowance during Work From Home
• Reimbursable Medicine and Psychiatric/Psychological Consultations
• Monthly Engagement Activity
• Customer Satisfaction Incentive