Technical Support Manager

• Understand and respond to technical queries from customers by phone or email.
• Define and implement processes to ensure SLAs are met.
• Identify and implement process improvements to exceed performance KPIs.
• Follow-up on client adoption rate.
• Formalize the customer ticket handling process.
• Analyze complex problems, research solutions in collaboration with the R&D team and
  document problems to ensure a better level of support.
• Manage and develop the international support department (Customer Success Manager & 2 technicians).
• Determine quarterly goals to drive team growth and personal development.Collaborate internally with R&D teams and externally with our clients.
• Communicate clearly with clients and build strong relationships.

We are looking for a Technical Support Manager, who has an interest in digitalizing the world of construction:

• You have a degree in Technical studies (Civil Engineering, Computer Science, etc.) OR Business or any equivalence in experience.
• You have at least 3 years of experience in managing a support team in the world of
  software and software implementation.
• Excellent written and oral communication (FR/NL/EN).
• Technical IT skills:

– Engineering background: general computer and network knowledge, experience in maintaining complex computer systems (Database, Process control/supervision, Remote access tools such as RDP, FTP, Automation via scripts, Data analysis via SQL…).

– Ability to acquire full mastery of the tools offered by TRAXXEO (become an expert at
user and administrator level).

• Agile mindset, willingness to learn, process oriented and problem-solving.
• You are a self-driven and motivated person, who can manage his time and projects
  independently.

• An agile and fast paced environment
• Competitive salary
• Opportunity to be part of a fast-growing SaaS company with the mission to digitalize the
  world of construction.