After Sales Support Manager
MARSS Group
full-time
Posted on:
Location Type: Hybrid
Location: Monaco • Monaco
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AnsibleJavaScriptLinuxPythonVMware
About the role
- Responsible for maintaining, improving and managing an after-sales support process and platform, troubleshooting tools, self-serving processes and both internal and external related documentation with a focus on L3/L4 support (SW)
- Lead, mentor and develop the local, remote and outsourced L3/L4 support teams, fostering efficiency and a customer-centric approach to problem-solving
- Coordinate, dispatch, overview requests from customers and partners, responsible for high level communication and relationships
- Orchestrate tickets, troubleshooting and interventions by utilising Jira to manage service requests, track the progress of support tickets, and oversee the entire lifecycle of issues, ensuring efficient resolutions.
- Analyse ILS Performance and provide support activity Metrics, using data insights and customer feedback to improve efficiency and customer experience.
- Own and develop the Atlassian suit and continuously improve the processes.
- Actively work alongside your team to troubleshoot and resolve customer issues, while commissioning new hardware and software for upcoming projects.
Requirements
- 5+ years of experience in a similar role
- Team management experience including role definition, development, training and shared resources
- Strong technical background to be able to provide customer support and troubleshooting for software and hardware related queries in the following areas: -Linux Server -Networking -Virtualization Platforms (VMWare ESXi, ProxMox) -Optional: Ansible/ Git/ Python/ Javascript
- Proficiency in using Jira for project management, issue tracking, and workflow optimization is essential.
- Proficiency in developing the Atlassian suite, specially Jira, Jira Service Management and Confluence.
- Demonstrated success in communicating effectively and efficiently with customers/partners and building relationships
- Effective multitasking, prioritisation and time management skills
- Fluent English language skills (verbal and written)
- You will be educated ideally to bachelor degree level in a Business/commercial or engineering discipline. Masters advantageous.
Benefits
- unique working environment
- flexibility
- entrepreneurial spirit
- support
- security
- professional growth opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Linux ServerNetworkingVirtualization PlatformsVMware ESXiProxMoxAnsibleGitPythonJavascriptAtlassian suite
Soft skills
team managementcustomer supporttroubleshootingcommunicationrelationship buildingmultitaskingprioritizationtime managementmentoringproblem-solving