Nextgen Tech Jobs
Owen Daniels Consultancy
Technical Support & Training Manager
We are an innovative organization specializing in providing exceptional technical solutions and training programs to support our clients' success. Our commitment to excellence and knowledge-sharing ensures that our teams and customers achieve their goals effectively. We are seeking a proactive Technical Support & Training Manager to lead our support services and training initiatives, ensuring the delivery of top-tier solutions and user education.
Role Overview
As a Technical Support & Training Manager, you will oversee the technical support team while designing and delivering training programs to enhance product knowledge and customer satisfaction. You will play a key role in maintaining high service standards and fostering a culture of continuous learning.
Key Responsibilities:
- Lead and manage the technical support team to ensure timely and effective resolution of customer issues.
- Design, develop, and deliver comprehensive training programs for internal staff and external clients.
- Monitor support operations to ensure adherence to service level agreements (SLAs) and quality standards.
- Act as an escalation point for complex technical issues, providing expert guidance and solutions.
- Develop user manuals, training materials, and documentation to support product use and understanding.
- Collaborate with product development teams to ensure technical accuracy and alignment in training materials.
- Analyze support trends and feedback to identify opportunities for improvement in services and training.
- Foster a culture of continuous learning within the team, promoting skills development and knowledge sharing.
Requirements:
- Proven experience in a technical support or training management role.
- Strong understanding of IT systems, software, and technical troubleshooting.
- Excellent communication and presentation skills, with the ability to convey complex information clearly.
- Experience designing and delivering training programs, both in-person and online.
- Strong leadership and organizational skills, with the ability to manage multiple priorities.
- Proficiency in using learning management systems (LMS) and support ticketing tools.
- A proactive approach to problem-solving and continuous improvement.
- Degree in IT, Engineering, Education, or a related field is preferred.
What We Offer:
- Competitive salary and benefits package.
- Opportunities to lead impactful initiatives in a collaborative and innovative environment.
- A workplace culture that values growth, teamwork, and professional development.
- Access to training and resources to enhance your expertise in technical support and training.
Application Process:
If you are a motivated professional with a passion for delivering exceptional support and education, we encourage you to apply. Join our team as a Technical Support & Training Manager and make a difference in our customers' success.
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