Support Manager

As manager of the support desk you are responsible for the smooth operation of a team of 4 coworkers whose primary focus is to assist customers with their queries related to our software. In addition the support team also organises and hosts trainings for our clients. For this role, people management skills are essential as well as a good level of general knowledge of software.

• You oversee the software support desk team, including motivating, evaluation and training of the co-workers.
• You ensure all client requests are solved and the solution is properly communicated to the client in a timely manner.
• You actively contribute to the creation and support of user communities by publishing blog posts and technical articles, creating and maintaining FAQs and forums, developing a knowledge base, …
• You develop manuals and procedures for best practices.
• You track data and write reports on team objectives and metrics.
• You assign and coach support specialists through new and routine tasks.
• Test and update existing and new software to ensure compatibility and utility.
• Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations.

• You have a bachelors degree in IT or equivalent by experience.
• You have 10 years of experience.
• You have at least 3 years of experience as manager of a support team.
• You are familiar with software support, GIS knowledge is an asset.
• You have worked with a ticketing system.
• You have great communication skills and are customer oriented.
• You have analytical skills.
• You are fluent in Dutch, French and English.

• A unique opportunity to use your talents in the fascinating and dynamic world of GIS.
• Internal training.
• A pleasant working environment in a young, dynamic and growing company.
• Attractive compensation package including extra-legal benefits such as a company car, meal vouchers, hospitalisation insurance.

Does this sound like a perfect match to you? Then don’t hesitate to send in your application to jobs@esribelux.com and clarify us how you can make this job successful.