Head of Technical Support

Vor 6 Tagen

Wien, Österreich TechBiz Global GmbH Vollzeit

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Head of Technical Support to join one of our **clients**' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This role is central to delivering a seamless and high-quality customer experience across all touchpoints. You will manage global support teams, drive operational excellence, and implement a strategic vision for scalable, data-driven, and customer-obsessed support services—including a robust self-service infrastructure.

**Key Responsibilities**:

- **
Strategic Leadership**: Develop and execute a global support strategy aligned with business goals.
- ** Global Technical Support Delivery**: Ensure a consistent and high-quality customer support experience across all regions.
- ** Team Leadership**: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
- ** Customer Experience**: Drive customer satisfaction, retention, and loyalty through world-class technical support.
- ** Operational Excellence**: Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards.
- ** Process Improvement**: Continuously optimize workflows and support processes using tools like **Zendesk**, **Jira**, **Klaus**, and **Workforce Management** platforms.
- ** Data-Driven Decision Making**: Leverage support data and analytics to measure performance, identify trends, and guide operational improvements.
- ** Technology Adoption**: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
- ** Self-Service Strategy**: Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content.
- ** Cross-Functional Collaboration**: Partner with Product, Engineering, and other departments to address customer needs and improve the product experience.
- ** Performance Management**: Define and monitor KPIs to evaluate team and individual performance and support continuous development.
**What We Offer**:

- Competitive compensation and benefits package
- Leadership role in a global, forward-thinking company
- Collaborative and innovative work environment
- Opportunities for growth and professional development
- Proven leadership experience in a **global technical support** or **technical operations** role.
- Strong knowledge of support methodologies, customer service principles, and operational best practices.
- Experience with help desk and CRM systems, especially **Zendesk**.
- Solid technical background with understanding of relevant systems and platforms.
- Excellent communication, interpersonal, and decision-making skills.
- Strong analytical skills with a data-driven mindset.
- Passion for delivering exceptional customer support.
- Fluency in **English**; fluency in additional languages is a plus.

  • Unit Head

    vor 2 Wochen

    Wien, Österreich International Atomic Energy Agency Vollzeit

    Unit Head (Technical Assistance & Info Mgnt Unit)(P5) - (2025/0573 (002659)) Organization: NSRW-Technical Assistance and Information Management Unit Primary Location: Austria-Vienna-Vienna-IAEA Headquarters Job Posting: 2025-11-10, 9:53:24 AM Closing Date: 2025-12-01, 4:59:00 PM Duration in Months: 36 Contract Type: Fixed Term - Regular Probation...

  • Head of Engineering Support

    vor 2 Wochen

    Wien, Österreich Linde Hydrogen FuelTech GmbH Vollzeit

    Linde Hydrogen FuelTech GmbH Head of Engineering Support (M/F/d) Vienna, Austria (req8980) **What you will enjoy doing** - In this role you will be responsible for the disciplinary and technical management of an engineering organization with a large number of employees - Technical support of customer projects along all project phases as well as planning and...

  • Head of Customer Success

    Vor 6 Tagen

    Wien, Österreich Canonical - Jobs Vollzeit

    **Help our customers elevate their open source practice and success**: It is our mission to make enterprise-grade open-source available to every enterprise, entrepreneur or innovator. We create the world-renowned Ubuntu and a range of tools, impacting the lives of millions of people every day. We're looking for for a Global Head of Customer Success to...

  • Head of Programmes

    vor 1 Woche

    Wien, Wien, Österreich Light for the World Kenya Vollzeit

    Head of Programmes (f/m/d)About UsLight for the World is an international organization committed to building inclusive societies where people with disabilities have access to quality education, economic empowerment, and advocacy. Partnering with communities, governments, and other stakeholders, we drive sustainable change to empower individuals with...

  • Head of Healthcare Integration

    vor 2 Wochen

    Wien, Österreich TeleDoc Holding Vollzeit

    TeleDoc is a fast-growing digital-health start-up based in Austria. Our Vision is to make healthcare affordable, accessible, and convenient for everyone. We offer an all-in-one digital-health solution providing primary and secondary care options, drop-in clinics, educational content and digital services via our smartphone app to end-customers, as well as...

  • Head of Sales at TREXEL

    vor 2 Wochen

    Wien, Wien, Österreich Engel Vollzeit

    Head of Sales at TREXEL (m/f/d)TREXEL GmbH, a member of the ENGEL Group and the global leader in MuCell microcellular foam technology, delivers innovative lightweighting solutions to industries worldwide and is seeking an accomplished Head of Sales to drive and coordinate global sales and service activities. With full responsibility for Europe (EU) and North...

  • Head of Payments

    vor 2 Wochen

    Wien, Wien, Österreich Recruiter4you Vollzeit

    We are supporting our client, a fast-growing company within the Web3/Crypto space, in identifying a talented Head of Payments & Security to join their leadership team. This is a fully remote position, reporting directly to the Head of Operations, and will take full ownership of all payments, fraud, risk, and security-related functions across the...

  • Head of SEO

    Vor 6 Tagen

    Wien, Österreich TourRadar Vollzeit

    TourRadar has been revolutionizing the travel industry since 2010. Our Organized Adventure Platform offers the world’s largest selection of multi-day adventures worldwide, connecting travelers to 2,500+ operators, and offering 50,000+ organized adventures in more than 160 countries. We are a team of adventurers hailing from more than 50 countries. We are...

  • Head of Delivery, Austria

    vor 2 Wochen

    Wien, Wien, Österreich Wonderful Vollzeit

    Wonderful enables enterprises to build, test, deploy, and monitor AI agents for their most complex needs, serving customers and employees seamlessly across voice, chat, email, and back-office systems in any language or cultural context.About UsnullRole OverviewWe're looking for a Head of Delivery to own how our AI agents go live with enterprise clients —...

  • Head of Metrology

    vor 2 Wochen

    Wien, Österreich Takeda Pharmaceutical Vollzeit

    **About the Role**: As Head of Metrology you lead and develop our newly established Vienna Metrology team to meet current and future needs. As part of the Site Engineering Leadership Team, you’ll drive technical solutions aligned with our global network, ensure compliance with GxP and legal standards, and represent the team in site meetings, global forums,...