Technical Support Manager

hace 2 días

Madrid, España Newline Interactive A tiempo completo

At Newline Interactive, we strive to provide easy-to-use solutions that save you time and help you be more successful. We dedicate ourselves to creating products that are not only impressive in design and features but are also simple so everyone can interact and enjoy the innovation. For all these we are seeking a dynamic Technical Support Manager which align with the following:
Results-oriented tech support professional serving as a key escalation point for customer issues. Proven leadership skills, coordinating with cross-functional teams for prompt issue resolution, also ensuring adherence to timelines and SLA expectations. Experienced in developing and improving process documentation for technical support, contributing to knowledge bases, and creating/updating manuals. Proficient in Windows 10 and Mac desktop support, with remote support experience. Fluent in English (C1) adept at exceptional customer service and problem-solving. Reporting to the Product Director, dedicated to driving growth, leading support teams, and contributing to employee onboarding in the support department.

**GENERAL TASKS**:

- Search, develop and train external support service teams to match business requirements in EMEA
- Primary escalation point for external\internal customers regarding issues
- Coordinating across all internal teams to ensure issue resolution is completed promptly
- Provide consistent oversite on service tickets progress to ensure customer timelines and expectations managed (SLA)
- Develop, implement, and continuously improve process documentation for the technical support team
- Contribution to the support knowledge base
- Create and update manuals and documentation
- Continuous improvement to the team's processes and support service delivery
- Reporting to Product Director, Work to drive growth and transformation initiatives
- Support onboarding of employees for support department
- Responsable for reporting and analitics of internal and outsourced support processes
- Lead the internal support team in our day-to-day support tasks

**REQUIREMENTS / SKILLS**:

- Prior experience in tech support, desktop support, or a similar role.
- Leadership experience, and preferably team management experience
- Confidence under pressure, with proven track record of high customer focus
- Fluent in English, (C1) Third language wellcome
- Experience in remote support
- Desktop Support: Windows 10 and Mac, linux is wellcome
- Proficiency in Excel
- Able to troubleshoot a large variety of technical issues
- Exceptional customer service skills with a problem-solving attitude Multitask capability is a must
- Proactive

**What does Newline Interactive offer?**
- Opportunity to join a pioneering technological company.
- Competitive salary
- Full time position
- Flexible retribution
- Restaurant Ticket
- Reduction working hours in summer season
- Meentoring Prog

Ability to commute/relocate:

- Madrid: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Technical support: 3 years (required)

**Language**:

- English (required)

Work Location: In person

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