Technical Support Manager - (Cloud EMEA)
The Technical Support Manager (Cloud EMEA) is responsible for managing Atlassian’s Customer Support team and helping the team provide great customer service. The candidate must be an excellent communicator, combining the ability to manage and coach Support Engineers and Senior Support Engineers, handle challenging customers, readily shift priorities, prepare management reports, and lead support center initiatives while ensuring that service level and quality objectives are achieved. One key competency needed is the ability to develop plans on business and people side that should have a long term vision. This role requires working with counterparts or peer from different support centers. The candidate must be able to work EMEA business hours unless business demands work during other hours of the day.
Monitor and evaluate Support Engineer and Senior Support Engineer’s monthly performance, including call/email and after- work monitoring, review productivity and attendance reports, and coach staff members to improve performance. Manages daily activities and sets personnel performance goals accordingly.
Assigns work and tasking priorities as necessary to meet departmental KPIs (Key Performance Indicators).
Meet monthly key support center performance goals for customer satisfaction (NPS), quality (CSAT and internal), productivity (Throughput) and other key performance metrics.
Ensure that customers’ questions and problems are resolved properly and quickly.
Address challenging customers and problems that require escalation outside of the department.
Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
Perform other related duties as assigned to ensure effective operation of the department
Drive business initiatives to improve customer experience (Process and business reengineering)
Change, adaptability and Flexibility
12 years or more of experience in the software industry with a minimum of 5+ years or more experience of related working experience in a Customer Support Center function in a managerial capacity
Experience in working 24x7 support operations and with teams across multiple locations.
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
BS/BA degree or equivalent technical experience, MBA a significant plus. Experience in both small and large companies is highly desirable
Good communications and interpersonal skills
Track record of accomplishment and effectiveness within organizations
Familiarity with Jira and Confluence will be an added advantage
More about our benefits
Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.
More about Atlassian
Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.
We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
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