What are the responsibilities and job description for the Support Service Manager position at Hanu Software?
Job Description
Support Service Manager
100% Remote
We are looking for a Support Service Manager.
- Experience and working knowledge of collaboration tools like Jira and Confluence
- Manages a support team, providing efficient service with full respect for service quality and commitments while taking on board related business challenges
- Ensures a good level of customer satisfaction, anticipates needs, manages contents, oversees action plans
- Coordinates all aspects of customer support, organizes, and supervises the team, develops the skills of employees
- Manages a department, building in alerts, incidents, and related escalation procedures with the customer
- Analyses incidents and monitors user support mechanisms, manage reporting tasks, decides on and implements action plans
- Manages service agreements and participates in negotiations
- Initiates and contains plans for improving support
- Makes proposals concerning the continuous improvement and the development of services in liaison with the transformation teams
- Defines and implements long-term automation functionalities.
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