Support Manager

**About e-Core**:
We are a technology services partner for digital innovation and business transformation.
We combine our global experience in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technology capabilities, and sustain their growth.
We are change-makers, and the purpose of everything we do is to connect people and technology to build a better future together.
Our approval ratings on Glassdoor and the awards we've received from Great Place To Work since 2008 prove that we encourage work-life balance in a transparent and flexible environment, ensuring a unique experience for e-Coreans to be their best version.
The Technical Support Manager is responsible for managing Atlassian's Customer Support team and helping the team provide great customer service. You must be an excellent communicator, combining the ability to lead and coach Support Engineers and Senior Support Engineers, handle challenging customers, readily shift priorities, prepare management reports, and work on support center initiatives while ensuring that service level and quality objectives are achieved. One key competency needed is the ability to develop plans on business and people side that should have a long term vision. This role requires working with counterparts or peer from different support sites.
- work monitoring;
- Review productivity and attendance reports, and coach staff members to improve performance.
- Manages daily activities and sets personnel performance goals accordingly.
- Assigns work and tasking priorities as necessary to meet departmental KPIs (Key Performance Indicators).
- Meet monthly key support center performance goals for customer satisfaction (NPS), quality (CSAT and internal), productivity (Throughput) and other key performance metrics.
- Ensure that customers' questions and problems are resolved properly and quickly.
- Address challenging customers and problems that require escalation outside of the department.
- Report, analyse and resolve system, customer and operational issues that impact service quality.
- Strive to provide all customers with an outstanding customer experience.
- Perform other related duties as assigned to ensure effective operation of the department.
- Drive business initiatives to improve customer experience (Process and business reengineering)
**On your first day, we'll expect you to have**:
- Customer focus Business Acumen Change, adaptability and Flexibility, Team Player.
- Expansive and robust experience related working in a Customer Support Center function in a managerial capacity.
- Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization equivalent technical experience,
- Experience in both small and large companies is highly desirable.
- Good communications and interpersonal skills
- Track record of accomplishment and effectiveness within organizations.
- Experience in working 24x7 support operations and with teams across multiple locations will be an added advantage
**As an e-Corean, you will have flexible benefits in a model that you will chose what's the best for you**:
- Health, dental, and life insurance
- Meal and/or Food allowance
- Multi Benefits Card
- 15 days of vacation every 6 months (30 days of PTO per year)
- Private Pension Plan
- Short-Term Incentive Plan (PLR)
- Parking allowance in SP and POA offices
- Possibility to choose between a variety of work models
- Financial support for studies and daycare center
- Flexible work hours
- Customized setup (e.g, monitor, earphones/headsets, keyboard)
- Periodic Wellbeing Sessions (Meditation, Mindfulness, Breathing Techniques, etc.)
- Home Office Setup Allowance (according to your work model)
- Monthly Remote Work Allowance (according to your work model)
- Gympass partnership
LI-REMOTE #LI-MK1
**e-Core Diversity Commitment**:
We are a team of creative and innovative people, and we hire on an equal opportunity, **regardless of gender, race/ethnicity, sexual orientation, disability, age, religion and others.**
We are committed to the values of **Equal Employment Opportunity** and everyone at e-Core is empowered to be themselves and encouraged to develop professionally and personally.
**Privacy**:
- Ao me inscrever, concordo que li e entendi a Política de Privacidade da e-Core.
- Privacy Policy (EN) / Política de Privacidade (PT-BR)

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