Technical Support Manager - Source Technology

    About this role

  • Posted on

  • Location

    Remote

  • Salary

    GBP20 - GBP40 per hour

  • Type

    Freelance

  • Sector

    Engineering Jobs

  • Specialism

  • Roles

    Technical/Solution Architect Jobs 

  • Reference

    18550_1622804047

  • Start date

    ASAP

  • Managing this role

Principal Consultant

Curtis Westley

+41 43 5500 498

curtis.westley@source-technology.com

Source Group International GmbH, Bösch 106, 6331 Hünenberg

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Description

Source Group are working alongside a leading European Brand as they look to hire a Head of Technical Support / Customer Support Manager for EMEA. This is a Contract position for an initial 6 Months, with the view to a long term role.

The ideal candidate will be responsible for best-in-class Guest Care program as well as managing the Technical support team. The successful candidate will be responsible for launching and overseeing all aspects of the contact center including, Digital, Restaurant and Tech Support across the EMEA region.

Responsibilities:

● Oversee all aspects of the contact center

● Respond to Technical Support issues, including Bug fixing and issues with Apps and POS systems

● Set and ensure adherence to quality, service, and capital SLAs

● Manage relationship with external vendors

● Use comprehensive analysis on contact center metrics to continuously improve processes

● Research and implement best-in-class contact center processes

● Collaborate with the Technology and Digital Support teams to make it easier for guests to get their issues resolved

Qualifications:

● At least 3-5 years of professional experience managing Technical support teams or support programs

● Preferred experience in QSR, food delivery, technology, customer experience, e-commerce, or related industry

● Must be able to read, write, and communicate effectively in English. Bi-lingual in French, German, Spanish, etc. a plus

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