Team.Blue was created in June 2019 by the merger of regional leading hosting providers Combell Group, Register Group and TransIP Group and offers digital presence and enablement tools such as domains, hosting, email, VPS and applications to over 2.5 million SME and developer customers across Europe. The group consists of several well-known and respected brands, spanning across 17 European countries and operating under several brand names for each jurisdiction – with a bloodline that represents total commitment to customers.

As Manager of the Technical Support Team, you will be in charge of the Technical Support department for Spain and France, reporting to the Customer Care Manager. Your main functions will be leading the team, being a representative at national and international level, as well as working together for the global transition to Team.Blue.

Main Responsabilities

Regular Operations:

• Define and train (hard and soft skills) the team in the day-to-day support of troubleshooting activities and customer escalations, as well as improving their technical knowledge.
• Define team’s priorities based on KPIs and look for data-driven improvements.
• Provide technical support to sales team throughout sales processes (Pre and Post sales- big deals).
• Being an intermediary to the departments by escalating incidents.
• Assist the Customer Care manager to carry out such tasks that are required to meet the needs of the business.
• Reporting of KPI and objectives both locally and internationally.
• Answer calls and emails from clients when necessary.

Team Management:

• Define, monitor, and evaluate Team’s objectives.
• Recruitment and onboarding of the new members of the team.
• Actively support and promote company’s culture through actions and projects with the rest of the teams.
• Motivate staff members to exceed sales and productivity targets.
• Train the technical support team in soft skills for their daily work.

Business Strategy:

• Webinars and attendance at events on behalf of the company.
• Review technical details in contract with legal department.
• Proof of concept for the new Product Units to the rest of the group.
• Group projects.
• International meetings.
• Product review assistance.

Requirements

• At least 3 years’ experience in Technical Support and Customer Service, preferably as a team leader.
• Knowledge of Linux O.S (distributions, basic scripting, and shell command)
• Knowledge of Internet Protocols (HTTP, FTP, TCP/IP)
• DNS and Network knowledge (Dig, traceroute, mtr, tcp/udp, etc)
• CMS Knowledge (WordPress, Joomla, Prestashop, etc.)
• Programming languages (HTML, ASP.net, PHP, MySQL, JavaScript)
• Knowledge about Microsoft environments and products such as Windows Server, Azure, O365 (it is a plus)

Key Competences

• Provide high quality Technical Support/Customer Service.
• Knowledge in administrate of shared hosting platforms and virtual servers (it is a plus)
• International Mindset.
• Decision making.
• Attention to detail.
• Innovative to problem solving.
• An open, active, and positive person.
• Having worked previously with OKRs desirable.
• Catalan and Spanish native level required.
• Fluent in spoken and written English (French is a plus)

We offer:

• Immediate incorporation
• Competitive salary + incentive plan depending on objectives’ achievement.
• Company benefits (restaurant ticket, medical insurance, smart working, etc.)
• Permanent contract
• Opportunity to form part of a solid, stable and expanding company.