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Motive combines IoT hardware with AI-powered applications to connect and automate physical operations.
Associate Manager – Technical Support Engineering
Location
Pakistan
Posted
133 days ago
Salary
0
Seniority
Mid Level
Job Description
Associate Manager – Technical Support Engineering
Motive
• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives. • Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals. • Advocating for customers and defining ways to contribute to the customer experience continually. • Key partner to product teams and development teams, collaborating with engineering to resolve core product issues. • Partner with the support operations and delivery teams to identify, monitor, and report trends. • Build, implement, and improve internal reporting and other processes to optimize team productivity. • Serve as the top-line escalation point for high-priority support cases, including overall triage and management. • Deliver strategic projects on a timely basis. • Report metrics and case management updates to the Technical Support Manager and Director. • Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn. • Provide a 360 loopback to Product and Engineering. • Create & Contribute to the knowledge base & documentation of the resources and processes. • Shared responsibility for Manager On-Call duties as part of a schedule with the other Technical Support Managers. • Proven ability to showcase change and impact on key org-level initiatives. • Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team.
Job Requirements
- Minimum 2-3 years of experience in a leadership role.
- Excellent verbal and written communication skills and the ability to work effectively in a team environment.
- Knowledge in the Motives product line.
- Excellent presentation skills coupled with a strong leadership presence.
- Communication is a core strength. Heavy focus on using data to articulate a story or an issue.
- Excellent time management skills and a strong sense of urgency.
- Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems.
- Experience working with and improving Support ticketing systems, tools, and processes.
- Flexibility to handle critical cases after hours as needed.
- Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
- Preferred Skill Set: SFDC Reporting, Tableau, GSuite/MS Office, Data Analytics.
Benefits
- Creating a diverse and inclusive workplace is one of Motive's core values.
- Equal opportunity employer.
- Candidate Privacy Notice can be reviewed.
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