Technical Support Manager (Internship)

About

As a Technical Support Manager Intern at Connecting Food, you will be a key player in enhancing our technical support operations and ensuring a smooth utilisation and implementation of our SaaS solution. Reporting to the tech department, you will work closely with customers and internal teams to provide technical assistance, guide through the setup process, and collaborate with various teams to ensure a high-quality customer experience. This internship offers a unique opportunity to develop your technical and customer support skills in a dynamic and innovative environment.

Beyond your day-to-day responsibilities, this internship provides a unique opportunity for you to directly contribute to the company’s growth and offers a path to success in the technical realm. Your work will help ensure that our clients receive top-notch support and that our testing and communications processes are continuously optimized. This internship serves as a stepping stone towards a potential future in the tech department, providing you with the chance to learn from experienced professionals and gain valuable skills.

Responsibilities

• Technical Assistance & Ticket Resolution: Provide pre & post launch technical support to external and internal clients, ensuring they have the necessary assistance to successfully implement our SaaS solution. Actively participate in resolving support tickets.

• First Point of Contact: Act as the first point of contact for users, addressing their queries, resolving incidents, and providing necessary training.

• Client Onboarding: Support clients throughout the setup and implementation process, ensuring they can effectively use our platform.

• Operations and Marketing Support: Assist the customer success and sales teams in their interactions with clients by providing technical support.

• Issue Detection & Testing: Collaborate with technical teams to monitor and ensure the reliability of the platform, providing support in technical and functional testing of products. Identify and anticipate potential friction points to prevent customer churn and ensure a smooth user experience.

• Feedback Integration: Participate in product development by communicating user feedback and experience to the product team.

• Process & Tooling Improvement: Contribute to the ongoing improvement and industrialization of team processes, enhancing overall efficiency.

• Product and Tech Team Collaboration: Work closely with product and tech teams to work within Agile & Scrum development processes to resolve technical issues & simplify the SaaS setup process, enhancing client experience.

• Activity Reporting: Maintain precise and reliable reporting of support activities and client interactions through current tools (Confluence/JIRA, etc..)

In addition to the core responsibilities, you will concretely engaging in the following tasks:

• Support Board Management: Take control of managing the Support board, ensuring timely and efficient handling of support tickets.

• QA Support: Assist in functional QA testing to ensure new features and updates meet quality standards, helping to create and refine the QA process.

• Communication Excellence: Translate technical issues and solutions into understandable summaries for non-technical stakeholders.

• Defect Reporting and Management: Report and record defects and bugs, prioritize their severity, and ensure resolution.

• User Support and Training: Serve as the first point of contact for users, addressing their queries, resolving issues, and providing necessary training.

Recruitment Process

• First meeting with Head of Product

• Technical Exercise

• Meeting with Head of Engineering/VP of Tech