Technical Support Manager - Reflexis

Location GB-Basingstoke
Job ID
90731
Recruiter
Alexander Webb
LITag
#LI-AW1

Overview

Build Today. Create Tomorrow. ​Join a team of builders, doers and problem solvers.

Reflexis Systems, now part of Zebra Technologies, helps major retailers turn strategy into action with a suite of next-generation Retail Execution Software Management solutions.

 

Category leaders in every retailing sector rely on our technology to help them deliver on their retail brand promise every day.

 

Due to expansion, we are seeking our first EMEA Technical Support Manager, supporting customers across the region. This is a phenomenal time to join Reflexis & Zebra. You'll be part of a growing company and be given the support you need to grow and develop your career. A customer-first approach will be essential to the success of the role as will the ability to build and maintain excellent relationships with multiple customers. You will deal with external and internal partners to find resolutions. Utilising your ability to speak in simple terms about sophisticated issues and relay with confidence technical problems to non-technical partners.

 

Other Key Responsibilities:

  • Direct and coordinate a team of tech support specialists and engineers.
  • Prioritize SaaS application problems as they come in to support desk.
  • Assign problems/tasks to tech support specialists
  • Regularly analyze and review logs to determine if problems are imminent and develop solutions before they occur.
  • Identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions.
  • Follow up with customers to gauge their satisfaction with problem resolution.
  • Coordinate issues and ensure correct stakeholders are informed and kept updated.

 

What we need from you:

  • Experience of leading a support team either within a SaaS company or supporting Retail systems.
  • Still hands on with the customers and product/solutions in your current role.
  • Be aware of retail, QSR, SaaS and/or banking trends.
  • The ability to make decisions quickly, often with limited information
  • Establish and maintain credibility with the customers.
  • Understanding of SQL databases and basic shell scripting.
  • Must be a creative and analytical problem solver with proven success working independently.
  • Excellent written and verbal communication skills.
  • High attention to detail and ability to stay organised in a fast-paced, complex environment.
  • Have the flexibility to cover non-standard work hours as needed
  • Have a passion for customer service and helping others!

 

By joining Reflexis you will be part of a fast-moving business where culture is at the heart of what we do. Opportunity will be given for you to bring new insights and innovations and join a team that enjoys collaborating and supporting each other to succeed. You will also receive benefits that include:

 

  • Access to an online learning platform.
  • Company bonus.
  • Car allowance.
  • Reward and recognition scheme.

 

Reflexis Systems is committed to offering an inclusive & diverse working environment. Therefore we welcome applicants from all sections of the community.​

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share with Your Network

Need help finding the right job?

We can recommend jobs specifically for you! Click here to join our Zebra Talent Pool.