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Technical Support Manager

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A UK-based company that creates a special platform to help factories work better using cutting-edge technology like IoT and computer vision to collect accurate data on production. Then use this data to provide useful insights and suggestions, powered by AI, to improve the production performance

Role Introduction

The ideal candidate will have a Computer Sciences background with experience of managing L1 and L2 support for tech products. He / she should be able to identify basic product and solution related issues and coordinate with Software Development teams in case technical intervention is required.

The successful candidate will be responsible for managing the team, developing and implementing strategies to improve customer support processes, and ensuring customer satisfaction.

  • Onsite
  • UK Shift
  • Full time
  • Lead, mentor, and motivate the customer support team to achieve performance goals and deliver outstanding service
  • Handle escalated customer inquiries and complaints, providing timely and effective resolutions
  • Develop and implement strategies to streamline customer support processes, improve response times, and enhance overall service quality
  • Conduct regular training sessions for the customer support team to enhance their product knowledge, communication skills, and problem-solving abilities
  • Monitor team performance metrics and take corrective actions as needed
  • Collaborate with other departments to address customer issues and improve the overall customer experience
  • Generate reports on customer support performance, trends, and customer feedback, and provide actionable insights to management
  • Implement quality assurance measures to ensure consistency and accuracy in customer support interactions
  • Serve as the voice of the customer within the organization, advocating for their needs and driving customer-centric initiatives
  • Stay up-to-date with industry trends, best practices, and emerging technologies in customer support
  • Bachelor's degree in Computer Science, Information Technology, Business Administration, Marketing, or a related field
  • Minimum of 5 years' proven work experience in customer support or a similar role, with demonstrated leadership and managerial skills
  • ITIL Certification is mandatory
  • Strong communication skills, both verbal and written, with the ability to effectively interact with customers and internal teams
  • Excellent problem-solving abilities and a customer-centric mindset
  • Proficiency in customer support software and tools (e.g., ERP, CRM systems, helpdesk software)
  • Analytical mindset with the ability to analyze data and derive actionable insights
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
Skills: ERP, ITIL, Leadership, Team Management
About TalentHue
TalentHue provides scalable, reliable Tech Recruitment, Corporate Recruitment and Consulting (Strategy, Operations, Performance) services. Our Recruitment and HR consultants will work alongside your team to meet the unique needs of your business.

Technical Support Manager

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Recruitment Team

What will be your next steps?


Quick non-technical conversation
It’s all about communication! We want to see how your social and decision-making skills can contribute to efficient team performance.


60 to 90 minutes technical interview

During the technical interview, we want to assess the candidate’s specific knowledge, skills, and abilities in relation to our client’s needs.


Client interview
The problem-solving challenge is all about using logic and creativity to make sense of a situation and develop an intelligent solution.


You did it! After managing to get through all of these rigorous stages, it’s finally time to recommend you directly to our clients
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