Support Manager

Netpoleon Solutions is a well-established IT Network Security solutions provider and the Asia arm subsidiary of Macnica Inc - a Global Company with trillion-yen revenue.

Netpoleon Solutions has offices in Singapore, Malaysia, Indonesia, Philippines, Thailand, Vietnam, Myanmar, India, Australia and New Zealand, with its parent Company based in Japan.

A Technical Support Manager plays a crucial role in overseeing and managing the technical support team to ensure high-quality service delivery.

**Primary Functions**:
Team Leadership and Management
- Supervise and mentor the technical support team to maintain productivity and morale.
- Conduct regular training sessions to ensure the team is up-to-date with the latest technologies and support protocols.
- Set clear goals, objectives, and performance expectations for team members.
- Handle recruitment, onboarding, and performance evaluations of team members.

Customer Support
- Oversee the resolution of customer issues and ensure a high level of customer satisfaction.
- Act as the point of escalation for complex or unresolved technical issues.
- Monitor customer feedback and take proactive steps to address recurring issues or dissatisfaction.
- Develop customer support strategies to improve service levels.

Operational Oversight
- Develop and maintain Standard Operating Procedures (SOPs) for technical support processes.
- Ensure the team meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Implement tools and systems for ticket management, reporting, and communication.
- Analyse support trends to optimize workflows and improve efficiency.

Technical Expertise
- Maintain a strong understanding of the company's products, services, and technologies.
- Provide guidance to the support team on technical troubleshooting and problem-solving.
- Collaborate with product and engineering teams to address recurring technical challenges.
- Stay updated with industry trends and incorporate relevant practices into the support process.

Communication and Collaboration
- Serve as a liaison between the support team and other departments, such as sales, marketing, and product development.
- Provide regular updates and reports to senior management on team performance, customer satisfaction, and operational challenges.
- Coordinate with external vendors or partners to resolve third-party issues impacting customers.
- Clear verbal and written communication for resolving customer issues, team collaboration, and presenting insights to stakeholders.
- Ability to explain technical concepts to non-technical audiences.

Strategic Planning
- Plan and implement strategies for scaling support operations in line with business growth.
- Budget and allocate resources effectively to meet current and future support demands.
- Develop and implement customer service policies that align with company goals.

Risk Management
- Identify potential risks in the support process and develop mitigation strategies.
- Ensure compliance with regulatory standards and data protection laws, if applicable.

Metrics and Reporting
- Monitor support metrics like first-response time, resolution time, customer satisfaction score (CSAT), Net Promoter Score (NPS), etc.
- Use data-driven insights to make decisions and improve support processes.

**Requirements**:

- Minimum of 5 years of experience in technical support, customer service, or IT management roles.
- Hands-on troubleshooting in software, hardware, networking, or systems.
- Proficiency in Operating Systems _(Windows, Linux, macOS)_, Networking Concepts _(DNS, DHCP, firewalls, VPNs)_, Cloud Platforms _(AWS, Azure, Google Cloud)_, and Application Support tools _(e.g., ticketing systems, monitoring tools)_.
- Proficiency in Helpdesk Tools _(e.g., Zendesk, Freshdesk)_, CRM Platforms _(e.g., Salesforce)_, and Monitoring Tools _(e.g., Nagios, SolarWinds, Datadog)_.
- Familiarity with ITIL frameworks or similar methodologies.
- Degree in Cybersecurity / Computer Science / Information Technology / IT Engineering / Business Administration.
- Certification in CompTIA A+, Azure Administrator, AWS Solutions Architect, CCNA, ITIL Foundation, ScrumMaster, or Six Sigma will be considered an added advantage.
- Goal setting, performance monitoring, and feedback delivery.
- Strong organizational, project management, and strategic planning abilities.
- Conflict resolution and adaptability in fast-paced environments.
- Expertise in troubleshooting and diagnosing issues accurately.
- Commitment to high-quality service and satisfaction.
- Handling escalations and maintaining professionalism.

**Other Information**:

- Working hours: 9am to 6pm, Monday to Friday*
- Salary will commensurate with qualifications and experiences
- 13th month bonus AWS / Variable bonus
- _After office work may be required due to the nature of IT/IT-networking job scope_