Briq Technologies Inc. Hiring for Director of Support at Remote Full Time

We are looking for a Customer Support Manager to establish a customer support team with the vision to serve our customers.

Customer Support Manager responsibilities include resolving customer queries, recommending solutions, guiding product users through features and functionalities and manage the support team. To be successful in this role, you should be an excellent communicator.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Understand the strategic vision for the service desk and the ability to set the long-term direction of the team.

Knowledge and understanding of best practices for service management

Evaluate the process and continuously provide improvement idea

Train team members when needed

Report metrics to executive management and work towards building better support experience

Design, document, maintain and communicate common support procedures that coworkers can follow and promote their implementation

Ensure that the team performs effectively and with quality

Share feature requests and effective workarounds with team members

Identifying gaps in the support process and amending it accordingly

Gather feedback from direct customers and internal support team and share with our Product and Engineering teams

Assessing the technical needs of staff

Managing and upholding the troubleshooting escalation process

Respond to telephone calls, emails, Self-Service tickets from users / customers

Ensure to deliver on SLA for different types of issues / questions

Troubleshoot product and accessibility issues with customers / users

Identify, evaluate and prioritize customer problems and complaints and direct them to the right team for resolution

Provide remote assistance to customers in getting started, accessing applications and modules

Installing and managing Applications on Remote machines when needed

Perform initial investigation on the question / issues and collect all relevant information for the team and document on issues tracking software

Proficiency in using remote support tools, help desk software and CRM software JIRA, Salesforce, etc

Keep yourself abreast of new and understand existing product features

Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

Responding to escalated customer support issues

Qualification Criteria:
Any graduate education

4+ years of experience in leading a technical customer support or service team for a Fintech or Product

2+ years of experience handling a remote technical support team

Proven experience as a customer support specialist, preferably within a similar environment.

Excellent english proficiency (read / write and conversational)

Familiarity with a fintech product is a plus

Experience using help desk software and remote support tools

#LI-REMOTE

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak work periods, or to otherwise balance organizational workload.

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