Technical Support Manager (Maternity cover)

nce. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

Job Summary

We are seeking a highly skilled Technical Support Manager to lead and enhance our technical support team. The ideal candidate will have extensive experience in technical support, a deep understanding of our products, and a passion for customer service. This role involves managing complex customer issues, developing support strategies, training team members, and ensuring a high level of customer satisfaction.

Key Responsibilities

• Manage a team of technical support representatives, ensuring efficient operations and high-quality service.

• Provide mentorship, training, and performance evaluations to team members.

• Foster a collaborative and positive work environment.

• Handle escalated customer inquiries and complex technical issues.

• Develop strong relationships with key customers and stakeholders.

• Implement customer feedback mechanisms to improve service delivery.

• Analyze support processes and identify areas for enhancement.

• Develop and implement best practices, workflows, and knowledge management resources.

• Monitor team performance metrics and make data-driven decisions to optimize support operations.

• Work closely with product management, engineering, and other departments to resolve technical issues and provide customer insights.

• Coordinate with cross-functional teams for product launches and updates.

• Prepare and present regular reports on team performance, customer satisfaction, and issue resolution to upper management.

• Track and analyze support trends to forecast needs and improvements.

• Design and conduct training sessions for new hires and ongoing training for existing staff on technical skills and customer service best practices.

• Stay updated on the latest technology trends and products to ensure the team is knowledgeable.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field to customer relationship/support.

• Minimum of 3 years of experience in technical support or customer support.

• At least 2 years of experience in a managerial role within a technical support environment.

• Excellent problem-solving and analytical skills.

• Strong understanding of technical support tools and methodologies (e.g., ticketing systems, remote support tools).

• Exceptional communication and interpersonal skills, with the ability to convey technical information to non-technical users.

• Ability to manage multiple priorities and projects in a fast-paced environment.

• Experience with customer relationship management (CRM) systems.

• Experience in managing teams in a remote or hybrid work environment.

Benefits

• 25 to 28 days of annual leave

• Medical coverage provided by Bulstrad for you and your dependents

• Life, AD&D, Disability & critical illness coverage provided by DZI

• Meal vouchers provided by Edenred - 150 BGN per month

• Еmployee Assistance Programs available 24/7

• Global Tuition Reimbursement program - up to 7,125 BGN per year

• Fertility support - up to 13,600 BGN per year

• Adoption assistance

• UKG scholarship program

• Business travel insurance

• U choose program - 475 BGN every quarter to be spent on eligible items

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]