Vendor Software Support Supervisor

Tehran
Full-time
Commercial

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

As a Vendor Software Support Supervisor, your primary responsibility is to lead a team focused on providing technical assistance and support to vendors utilizing Snappfood app platform for online food ordering and delivery services. This role involves overseeing a team of support specialists, ensuring the smooth operation of vendor-related software, troubleshooting technical issues, and maintaining a high standard of service delivery.

Responsibilities:

  • Hire, manage, lead, and coach a team of Vendor Software Support Technicians
  • Setting performance objectives and KPIs for the team aligned with the Vendor Support Management objectives and making sure of effective planning to meet these objectives and KPIs
  • Monitoring and providing guidance and ongoing feedback to team members aiming to ensuring efficient resolution of vendor queries and technical issues
  • Oversee the resolution of complex technical problems, ensuring timely and effective solutions for vendor-related software issues and troubleshooting escalations.
  • Establish and maintain clear communication channels with vendors, addressing concerns, and providing guidance on using our software platform effectivel
  • Work closely with cross-functional teams such as product development, IT, and customer service to escalate and resolve complex technical issues, as well as to implement software updates or changes
  • Track and report on key performance indicators (KPIs) for the software support team, ensuring service level agreements (SLAs) are met or exceeded

Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • A minimum of three years of previous experience in a technical support role, of which at least two years of that is in a supervisory or managerial capacity.
  • In-depth knowledge of the vendor-facing software and its functionalities
  • Proficiency in identifying, diagnosing, and resolving technical issues
  • Experience in using customer relationship management (CRM) tools and ticketing systems 
  • Ability to interpret data and metrics to identify trends, bottlenecks, and areas for improvement 
  • Establish processes for sharing knowledge within the team

Benefits: 

  • Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs
  • Complementary Insurance
  • Educational platform of advanced courses
  • Snappfood’s Discount codes
  • Loans

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