Welcome to Tencent Holdings, one of the leading technology companies in the world. We are currently seeking a highly skilled and motivated Tech Support Manager to join our team. As the Tech Support Manager, you will play a crucial role in ensuring the smooth operation of our technology systems and providing top-notch support to our internal teams and external clients. We are looking for someone who is passionate about technology, has exceptional problem-solving skills, and thrives in a fast-paced and dynamic environment. If you are a natural leader with a strong technical background and a passion for delivering exceptional customer service, we would love to hear from you. Join our team at Tencent Holdings and be a part of shaping the future of technology.
- Manage a team of tech support specialists and oversee their day-to-day activities.
- Develop and implement strategies to improve the efficiency and effectiveness of our tech support operations.
- Ensure timely resolution of technical issues and provide guidance to team members on complex problems.
- Collaborate with cross-functional teams to identify and resolve system and software issues.
- Monitor system performance and troubleshoot any technical issues that may arise.
- Train and onboard new team members and provide ongoing training and support to existing team members.
- Keep up-to-date with industry trends and advancements in technology to continuously improve our support services.
- Develop and maintain relationships with external clients and provide exceptional customer service.
- Create and maintain documentation for technical processes and procedures.
- Participate in meetings and provide insights and recommendations for improving our technology systems.
- Manage and maintain inventory of hardware and software assets.
- Stay informed about the company's products and services and provide technical support for internal teams.
- Conduct regular performance evaluations for team members and provide feedback for improvement.
- Ensure compliance with company policies and procedures.
- Handle escalations and prioritize tasks to meet tight deadlines.
- Lead by example, promote a positive work culture, and motivate team members to achieve their best potential.
Extensive Experience In Tech Support: A Minimum Of 5 Years Of Experience In A Tech Support Role, With At Least 2 Years In A Managerial Position, Preferably In A Similar Industry.
Strong Technical Knowledge: In-Depth Understanding Of Various Technical Systems And Software, Including Troubleshooting Techniques, Network Infrastructure, And Programming Languages.
Excellent Communication Skills: Ability To Effectively Communicate Complex Technical Concepts To Non-Technical Team Members And External Stakeholders, As Well As Manage A Team Of Tech Support Professionals.
Leadership And Team Management: Proven Experience In Managing And Mentoring A Team Of Tech Support Professionals, Providing Guidance, And Fostering A Positive And Collaborative Work Culture.
Problem-Solving And Analytical Skills: Ability To Think Strategically And Analytically To Identify And Resolve Complex Technical Issues, As Well As Implement Processes And Procedures To Improve Overall Tech Support Efficiency.
Project Management
Networking
Troubleshooting
Communication
Time Management
Team Management
Multitasking
customer service
Analytical Thinking
Problem-Solving
Technical Expertise
Adapt
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Patience
Teamwork
Adaptability
Problem-Solving
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Tencent Holdings Ltd. is a Chinese multinational conglomerate holding company founded in 1998, whose subsidiaries specialise in various Internet-related services and products, entertainment, artificial intelligence and technology both in China and globally.
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