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Technical Customer Support Manager

Riga, Latvia
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In the role of Technical Customer Support Manager you will drive technical customer support by ensuring speed and quality execution of all technical inquiries of Atlas Aerospace product users.
Responsibilities

- Manage customer support in efficient and profitable manner with the primary goal to increase loyalty, satisfaction and retention of existing and new customers.
- Respond and solve customers’ technical, service and product maintenance issues fast 24/7 via email, phone and chat.
- Technically advise product users on proper use of company’s products.
- Develop fast two-way communication between company business partners and product users with a focus on trouble shooting.
- Organise and lead global customer support team to provide highest level of customer care and implement innovative approaches.
- Develop and maintain accurate master data on customer support inquiries.
- Act as a liaison (Voice of the Customer) between customer support and other departments across the company, work in close cooperation with business development team.
- Develop and implement training tools to enable all company employees to deliver best-in-class customer experience.
- Continuously develop, review and report customer support metrics and KPIs identifying new trends, methods, applications and processes on the market.
- Develop and implement policies and procedures, adhere to ISO 9001 and other regulatory standards of customer support.

Basic skills

- University graduate in Technology, Engineering or related field.
- Proven track record of 5+ years in technical customer support working for product companies within automative, manufacturing or high-tech companies (preferably of international scope).
- Fluency in business English (both written and spoken).
- Ability to chase down technical issues until resolution, responsiveness and strong interpersonal skills.
- Passion for customer support, entrepreneurial mindset, willingness to look for new solutions and broaden horizons.

Preffered skills

- Experience in leading and developing a high performance team.

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