Manager, International Customer Support
il y a 7 heures
**What You Will Do at Prophix**
- Cultivate a team environment that drives performance and high quality in the areas of customer satisfaction, knowledge creation, technical expertise, and process improvement.
- Assists the Director, Customer Success (based in Canada) in the development and execution of strategies geared toward continuous process improvements and alignment of overall business objectives.
- Manage daily support operations, internal documentation, performance management, and team expansion.
- Collaborate with cloud operations team to respond and prioritize change management requests, services alerts, and incidents to ensure rapid recovery and resolution.
- Review and audit root cause analysis performed by team to ensure corrective measures are identified and documented.
- Manage resource scheduling for cloud standby program.
- Oversee the prioritization of support issues escalated by customers, partners, and internal channels.
- Define, collect, and track reporting metrics and trends to management when required.
- Maintain documentation for defined workflows and procedures including support policies, and internal runbooks.
- Contribute to personnel resource management plans and recruiting efforts.
- Perform other related duties as assigned
**What You Will Bring to Prophix**
To shine in this role, you will bring a rare combination of experience, technology skills, personal qualities, and education.
**Required Qualifications**
- 5+ years of experience managing a technical support group, in a complex software environment.
- Demonstrated ability to define and implement processes, procedures, and policy.
- Ability to lead and influence cross-functionally, with leadership, peers, and subordinates.
- Technical aptitude to understand emerging technologies that aligns with business objectives.
- Strong multi-tasking, time management, and problem-solving experience within complex environments
- Strong strategic, analytic, communication, and presentation skills
- Experience using customer support tools such as: incident management, Zendesk (or similar), Confluence, Chat Bot technology
- Knowledge of Amazon Web Services (AWS)
- Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport
- Must have excellent verbal and written communication skills in English, fluency in French.
**Preferred Qualifications**
- Fluency in German and/or Dutch would be an asset.
- Able to demonstrate strong analytical and problem-solving skills to diagnose and logically resolve customer problems using experience and sound judgement.
- Possess strong organizational skills, attention to detail, and ability to prioritize workload.
- Experienced working in a high volume, fast paced environment with the ability to work effectively to meet tight deadlines.
- Experience managing teams working remotely in various geographies and cultures.
- Experience supporting multiple products or services.
- Academic or practical knowledge of Accounting and/or Financial concepts (i.e. planning, budgeting, forecasting, or consolidation) is preferred
- Willingness to learn new technologies independently.
**NOTES**
**ACCESSIBILITY & DIVERSITY**
Prophix promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.
We are an Equal Opportunity Employer. Prophix will provide accommodation throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation.
**Experience**: Required
- 5 year(s): Plus 5 years relevant experience
**Skills**: Preferred
- Communication Skills
- Time management
- Planning
- Organizational Skills
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