08 feb
Cambridge University Press
Xico
.Job Title: Technical Support ManagerSalary: CompetitiveLocation: Mexico City (hybrid, minimum 2 days a week in the office)Contract: Full time, PermanentWe are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.We're looking for a permanent Technical Support Manager to join our global Cambridge English Customer Support Team and establish a new team in our Mexico office.The Technical Support Manager has a central role in helping us provide a world-class level of customer service.
Helping to manage the work of a large team of customer service agents based in three countries,
the Technical Support Manager ensures that customer expectations are met and exceeded through managing the running of the Customer Support team, coordinating and overseeing the support of our highest-profile customers, coaching and mentoring staff and devising new strategies to improve the way the team works.About the roleAs Technical Support Manager you will be responsible for:Coordinating and overseeing the differentiated support provided to our highest-profile and most valuable customers.Managing team staffing levels across three locations, using a data-driven approach to forecast requirements for staff, temporary staff and overtime.Representing the Voice of the Customer back to the business.
Producing management information reports to identify trends and opportunities to improve the customer experience.Administering the IT systems used by the team (8x8, Zendesk) to ensure seamless service for customers.Providing support and guidance to staff to ensure a consistent approach to support.
Acting as a point of escalation for complex or high-profile issues.Managing the Customer Support's contribution to projects,
including providing resource for UAT of systems.Managing the team's rolling-program of training and knowledge-sharing, to ensure that staff have the necessary skills and information to provide world-class support.Deputising for the Senior Customer Support Manager.About youWe're looking for an enthusiastic, hard-working and proactive individual with demonstrable managerial experience including line-management, interviewing, performance management and absence management.You'll also bring:Excellent prioritisation and organisational skills and an ability to manage your own workload and that of a large team of staff.Advanced IT skills, with an ability to configure support-related software packages.A sound understanding of support-related metrics, KPIs and methodologies,
and the ability to produce and present sets of data quantifying performance against these measures.Excellent oral and written communication skills, presentation skills and facilitation skills.High level of English proficiency (C1 or above).Rewards and benefitsWe will support you to be at your best in work and to live well outside of it
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