Reporting to the Development Manager, the Support Manager is the development support contact for the client’s eCommerce solutions and leads the support development team to success. This person will work closely with all levels of the organization in InventCommerce as well as key InventCommerce Clients providing guidance and leadership to the support development team to resolve client issues in an expedient manner. Communication to clients and third party providers will form a key part of the role and will require clear and concise information on resolution to issues or release planning, upgrades etc.

This role will require the person to find solutions, clearly communicate and organize teams and resources to ensure client SLA’s are met and the team are working in a cohesive fashion to deliver to client expectations.

The role will require out of hours or shift work to cover the client support contracts and SLA’s that are in place. This is a great opportunity for someone who is a logical thinker, good at communication with excellent leadership capabilities to progress a career into eCommerce.

Job Description/Areas of Responsibility

The position of Support Manager includes handling client requests/issues, setting out an agreed timetable for handling request/issues that meet Service Level Agreements, and resolution of requests/issues in the agreed timeframe. This individual must be able to learn new eCommerce products and understand how each feature and functionality is being used by a client.

Clear communication to the client account manager when a request does not fall under client support and will need to be handled as a Change Request or new piece of development.

Support Manager Tasks including, but not limited to:
? Run a 24 by 7 support development team providing support internationally.
? Communication with clients on progress of support requests and any software upgrades, releases or tasks pertaining to the support contracts in place
? Reporting on critical and high urgency tickets as well as progress of support backlog
? Daily and monthly reporting of Support tickets status
? Lead by example
? Help team to find a technical work around to meet SLAs.
? Resolution of issues.
? Setting out timetable for resolution.
? Handling request/issues within a timely manner.
? Documenting of resolution of the issue.
? Escalating technical issues to main development team.

The position of Technical Support Manager requires good English language skills both written and spoken as well as the ability to give initial assessment to requests that come in to the team, establish priorities and manage the support queue and staff appropriately.

Required skills and background experience include:
? Excellent written and spoken skills
? Good analytical skills.
? Great time management.
? Ability to document issues and resolution.
? Experience of using ticketing systems
? Technical background to establish criticality of issues and resolutions required
? Basic knowledge of PHP, Java or Go
? Advocate of support processes, discipline and practices.
? Ability to work with and communicate to teams to resolve any issue
? Keen to learn and adopt new technology and principles.
? Able to work both independently and as a team member.
? Able to independently drive issues through to completion
? Able to work during the night and day.