Manager of Technical Support

3 meses atrás

Porto, Portugal Siena AI Tempo inteiro

**About Siena**:
Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform.

If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI.

**Some of our values**:
We're not big on corporate-speak, but here's what matters to us:

- ** We put customers first**: We work hard to understand our customers. We try to put ourselves in their position and do more than they expect.
- ** We're direct and honest**: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully.
- ** We try new things**: We're not afraid to do things differently if it means finding better solutions.
- ** We step up**: When we see a chance to make a difference, we take it. We trust ourselves to decide and take responsibility for what happens.
- ** We're quick on our feet**: We adapt to changes and challenges. We see them as chances to learn and grow.
- ** We stay curious**: We ask questions and explore new ideas. What we learn helps us keep growing.
- ** We own it**: We're all owners here. We take charge, make the call, and own the outcome.

**Job Overview**:
As Manager of Technical Support, you will be responsible for managing the technical support team within our customer success organization. In this player/coach role, you will help to deliver world class support to our global customer base. You will need to work closely with multiple teams spanning across the globe and the business to allow us to deliver world class support.

The role includes building a world class support team, and offering insights for the continuous improvement of our AI products. This role demands a blend of leadership skills, technical acumen, problem-solving skills, and a customer-centric approach.

**Key Responsibilities**:

- ** Management**: Responsible for people management, including hiring, mentoring, improving productivity, performance management, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and handling ongoing training.
- ** Metrics**: Strong knowledge and experience in managing and exceeding KPIs and critical technical support metrics including first response time, resolution time, and customer satisfaction. In addition, contribute to the overall CS metrics of customer retention and growth.
- ** Technical Support**:Ensure that support team troubleshoots and resolves technical issues related to our AI products and services. Own and bring to conclusion customer escalations by partnering with CSMs, engineering, and product.
- ** Communication**: Manage major operations outages and communications to the customers.
- ** Product Knowledge**:Ensure support team is up-to-date on our product features, capabilities, and updates to provide informed support.
- ** Feedback Collection**: Gather and relay feedback to the product development team for future enhancements.
- ** Documentation**: Accurately document customer interactions, issues, and resolutions in our ticketing system. Create additional external and internal documentation to create consistency and efficiency.
- ** Collaboration**:Work closely with the technical and product teams to stay informed about product changes and contribute to product improvement discussions.
- ** Leadership**: Drive continuous improvement by evaluating current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus. Lead and manage according to the company's and department's vision, goals, mission and values.

**Required Qualifications**:

- A minimum of 5 years in customer support for SaaS or technical products with a minimum of 2 years in a people management role is required.
- Strong communication and interpersonal skills.
- Proficiency in problem-solving and troubleshooting.
- Ability to work in a fast-paced, remote environment.
- Understanding of ChatGPT and technical products.
- Experience in the AI industry is a big plus.

**Why Joins Us**:
We're a startup. We can't offer you fancy offices or extra perks. But here's what we can offer:

- Real impact. Your work will directly shape our product and company.
- A seat at the table. In a small team, every voice matters. Yours will be heard.
- Freedom to work your way. Home, coffee shop, moon base - if you're productive, we're happy.
- Top pay. Competitive salary and an opportunity for equity or stock grants.
- Time off when you need it. Take at least 15 days. More if you need it.
- Budget to keep learning. Because if you're not growing, we

  • Technical Support Specialist

    4 semanas atrás

    Porto, Portugal Umbrella Functional Consulting & Support Team Tempo inteiro

    Become the person that customers trust to solve their Smartex.ai related technical issues and make sure that the number of failure modes is reduced over time.What we're looking for We are looking for a Technical Support Specialist to provide technical assistance to our customers during the night shift (9pm to 6am, GMT), enforcing the Service Level Agreements...

  • Technical Support Specialist

    2 semanas atrás

    Porto, Porto, Portugal Umbrella Functional Consulting & Support Team Tempo inteiro

    Job Title: Technical Support SpecialistAbout the Role:We are seeking a skilled Technical Support Specialist to join our team at Umbrella Functional Consulting & Support Team. As a Technical Support Specialist, you will be responsible for providing technical assistance to our customers during the night shift (9pm to 6am, GMT). Your primary goal will be to...

  • Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Umbrella Functional Consulting & Support Team Tempo inteiro

    Job Title: Technical Support SpecialistAbout the Role:We are seeking a skilled Technical Support Specialist to join our Umbrella Functional Consulting & Support Team. As a Technical Support Specialist, you will be responsible for providing technical assistance to our customers during the night shift (9pm to 6am, GMT), enforcing the Service Level Agreements...

  • Technical Support Specialist

    2 semanas atrás

    Porto, Porto, Portugal Umbrella Functional Consulting & Support Team Tempo inteiro

    Job Description:Become the person that customers trust to solve their Smartex.Ai related technical issues and make sure that the number of failure modes is reduced over time.About the Role:We are looking for a Technical Support Specialist to provide technical assistance to our customers during the night shift (9pm to 6am, GMT), enforcing the Service Level...

  • Technical Support Specialist

    3 meses atrás

    Porto, Portugal Puroclean Certified Restoration Specialist Of Auburn Tempo inteiro

    Become the person that customers trust to solve their Smartex.Ai related technical issues and make sure that the number of failure modes is reduced over time. What we're looking for We are looking for a Technical Support Specialist to provide technical assistance to our customers during the night shift (9pm to 6am, GMT), enforcing the Service Level...

  • Technical Support Specialist

    3 meses atrás

    Porto, Portugal Puroclean Certified Restoration Specialist Of Auburn Tempo inteiro

    Become the person that customers trust to solve their Smartex.ai related technical issues and make sure that the number of failure modes is reduced over time. What we're looking for We are looking for a Technical Support Specialist to provide technical assistance to our customers during the night shift (9pm to 6am, GMT), enforcing the Service Level...

  • Rpa Technical Support Analyst

    2 meses atrás

    Porto, Portugal Umbrella Functional Consulting & Support Team Tempo inteiro

    RPA Technical Support Analyst (French Speaker)Dellent is a consulting company focused in System Information and Telecommunications. Our goal is to help our candidates and consultants to take a step forward in their careers through projects that meet their needs and expectations. This project is part of the business investment banking and financial services...

  • Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Jolera Inc. Tempo inteiro

    About the RoleWe are seeking a highly skilled and experienced Technical Support Specialist to join our team at Jolera. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers and their employees/members.Key ResponsibilitiesProcess service tickets and assign them to appropriate service...

  • Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Jolera Inc. Tempo inteiro

    About the RoleWe are seeking a highly skilled and experienced Systems Support Professional to join our team at Jolera Inc. As a key member of our support team, you will be responsible for delivering exceptional customer service and technical support to our clients.Key ResponsibilitiesProcess and assign service tickets to appropriate resourcesMaintain service...

  • Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Tn Portugal Tempo inteiro

    Job Title: Systems Support ProfessionalJob Summary:We are seeking a highly skilled Systems Support Professional to join our team at Jolera. As a key member of our support team, you will be responsible for delivering exceptional customer service and technical support to our clients. If you have a passion for technology and a knack for problem-solving, we want...

  • Technical Support Specialist

    1 semana atrás

    Porto, Porto, Portugal Jolera Inc. Tempo inteiro

    Job SummaryJolera Inc. is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for delivering exceptional customer service and technical support to our clients.Key ResponsibilitiesProcess service tickets and assign them to appropriate service resourcesMaintain service ticket...

  • Technical Account Manager

    5 meses atrás

    Porto, Portugal ALSO Holding Tempo inteiro

    **Porto**: We currently are active in 30 countries in Europe and in a total of 144 countries worldwide via PaaS partners. We are looking for a skilled, hands-on and highly experienced Technical Account Manager to join our Team in Portugal. We offer you a dynamic environment and the opportunity to work in agile, motivated and experienced international team...

  • Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Jolera Inc. Tempo inteiro

    About the RoleWe are seeking a highly skilled and experienced Technical Support Specialist to join our team at Jolera Inc. as a Systems Support Professional. This is an exciting opportunity to work with a world-class team and contribute to delivering exceptional customer experiences.Key ResponsibilitiesProcess service tickets and assign them to appropriate...

  • German Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Atlean World Tempo inteiro

    We are seeking a skilled Technical Support Advisor to join our team at Atlean World.As a Technical Support Advisor, you will be responsible for providing expert technical support to corporate customers and partner companies in German and English.Key responsibilities include:Providing technical advice and support to customers via telephone and emailSolving...

  • Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Jolera Inc. Tempo inteiro

    About the RoleWe are seeking a highly skilled and experienced Technical Support Specialist to join our team at Jolera Inc. as a Systems Support Professional. This is an exciting opportunity to work with a leading provider of managed services and IT solutions, delivering best-in-class resolutions for our customers and their employees/members.Key...

  • German Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Atlean World Tempo inteiro

    We are seeking a skilled Technical Support Advisor to join our team at Atlean World.As a Technical Support Advisor, you will be responsible for providing expert technical support to corporate customers and partner companies in German and English.Your day-to-day will involve:Providing advice and support to customers on technical questionsContacting customers...

  • Technical Support Specialist

    3 semanas atrás

    Porto, Porto, Portugal Jolera Tempo inteiro

    About JoleraJolera offers innovative managed services to MSPs and IT solution providers, empowering them to deliver exceptional experiences for their clients. With over 20 years of experience, our team of experts provides award-winning solutions that meet the unique needs of each business.Job SummaryWe are seeking a skilled System Support Professional to...

  • German Technical Support Specialist

    2 semanas atrás

    Porto, Porto, Portugal Atlean World Tempo inteiro

    We are seeking a skilled Technical Support Advisor to join our team at Atlean World.As a Technical Support Advisor, you will be responsible for providing expert technical support to our corporate customers and partner companies in German and English.Key responsibilities include:Providing technical advice and support to customers via telephone and...

  • Project Manager

    5 meses atrás

    Porto, Portugal Nordex SE Tempo inteiro

    **Project Manager - Technical Support / Retrofit (M/F/d)**: - REQUISITION ID: 7878- LOCATION: Porto, PT, 4100-246- DEPARTMENT: Service**YOUR TEAM** - The Service Engineering department takes care of the service life of the wind turbine. In particular, the Service Fleet Improvement group is responsible for the multi-level technical support process and...

  • Technical Support Specialist

    2 semanas atrás

    Porto, Porto, Portugal Lectra Tempo inteiro

    OverviewLectra, a leader in the fashion, automotive, and furniture markets, is seeking a skilled Technical Support Specialist to join its European Expertise Center. As a key member of the team, you will provide top-notch assistance to customers and subsidiaries, ensuring the seamless operation of Lectra's cutting-edge products and industry solutions.Key...