Technical Support Manager

Avast

Beograd

07.12.2019.

intermediate

Technical Support Manager

Belgrade

Avast Software (www.avast.com), maker of the world's most popular antivirus, protects over 400 million computers and mobile devices with our security applications. In business for over 25 years, Avast is one of the oldest companies in the computer security business, with a portfolio covering everything from free antivirus for PC, Mac, and Android, to premium suites and services for business – offered in about 40 languages.

Our SMB team with business running around the globe is looking for a manager to create a new team at our office in Belgrade, Serbia and manage Prague team remotely. You will lead a team of 15 Support Specialists to provide great customer experience and support our customers and partners around the globe.

What you will do:

Lead a team of Technical Support Specialists with language skills (French, German, English, Czech) handling any customer queries
Build a highly efficient team and manage their development to provide amazing support to Avast customers around the glove
Define, measure, and drive core support KPIs and SLAs
Create and drive consistent processes in the whole support organization
Ensure team provides excellent service to our customers and partners
Monitor and analyze data and propose and implement improvements / solutions to increase customer satisfaction and internal team efficiency
Ensure highest quality standards are implemented and followed
Handle customer escalations as they arise
Lead by example with technical proficiency on all lines of business
Build strong partnerships with SMB teams (e.g. HR, Quality, Ops, Eng)
Cooperate closely with engineering and quality to ensure releases of high quality products that customers love. Activities include (but not limited to):
- Support performs User Acceptance Testing
- Customers are informed about product defect fixes and timelines
- Support and customer requests are prioritised accordingly

What we need:

2+ year experience with managing people in Customer Services / Tech Support Environment, preferably in a software development company
Proficient in English
BS in computer science, information systems, or equivalent experience.
Great communication skills and highly customer focused
Organized, process and documentation-oriented approach
Experiential knowledge of quality improvement processes, strategic planning and policy development preferred.
Sound knowledge of technologies like Windows, basic Networking is an added advantage
Data-driven decision-making and ability to run queries and reports.
Self-motivated and able to work in fast paced environment and under pressure
Knowledge of and experience with security products (antivirus, firewall, IDS, IPS) is an advantage.
Ability to travel
Working knowledge of French / German language is a plus