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Customer Support Manager

Posted 06/06/2024

€45000.00 - €55000.00 per annum + Pension, Healthcare



IT & Digital

Job Description

MCS Group is delighted to be partnering exclusively with a scaling IT business seeking to add a User Support Manager to their team. This role will be to directly lead a close support department with a much bigger goal of growing the manage global support function over the next couple of years due to high growth in other geographies.

They are seeking to add someone with Technical support experience to manage the flagship application functions, approaching the role with a customer centric approach and an eye for continuous improvement. This is a part of a wider business investment in forward-thinking improvements, collaborating with product and engineering teams you will get the chance to have your voice heard making functional changes to the platform and global support processes.

Co. Kerry - Hybrid (4 days on site)

The Role:

  • At the beginning it will be important for you to embed yourself in the support team, getting hands on with support and tickets, working closely with customers through mainly email, phone and company ticketing systems ( Jira).
  • Prioritise and distribute customer tickets in order to meet support SLA's storing all progress and information within internal tools.
  • Grow your expertise with the company application, supported with a thorough onboarding.
  • Work to support your team, by collaborating with engineering departments to streamline current processes, software functionalities to save time and provide a better customer response.
  • Work toward the end goal of establishing a global support team, likely to begin with the US. (important to note here is that this is not business critical support, and will not affect usual 9-5 working hours).

The person:

  • Previous experience in technical customer support.
  • Experience troubleshooting and triaging technical products.
  • Experience managing or leading a team (they are looking for a person here that takes the wider team into consideration, empathetic but also a drive to improve and change for their team).
  • Strong written and verbal communication as you will be first point of contact for various issues within the business.
  • Someone with good business and commercial understanding, can represent the business and also spot potential flaws or gaps in customer service.

Salary: €45,000 - €55,000k
(pension, health insurance included)

To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Matthew McIlwaine IT Recruitment Manager (IRE) at MCS Group 016994371.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current and exclusive roles

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