Support Shift Manager

Publicado 08 Novembro 2019


Porto (Publicidade / Marketing)

JOB POSITION: Support Shift Manager
LOCATION: Maia - Porto/ Portugal

About Nonius

Nonius has more than 14 years experience in the design, development and delivery of products and services for the hospitality industry.
Nonius products can be found in more than 270,000 hotel rooms worldwide ? in Hotels of the most renowned international chains and several of the most emblematic and recognized independent hotels.
With 10 delegations in EMEA and Americas and an extensive service partners network, Nonius is equipped to serve both the global hospitality brands and local chains.
The products comprise: Guest Internet Access (GIA | WI-FI), CAST (Support for Chromecast), TV & Headend (Interactive | IPTV | COAX), Digital Signage, Voice (IP | Analog), Mobile Apps (GuestU), Guest Content (TV Channels & Movies), Check-in automation, marketing and unlocking the power of data (B-Guest).
Our success has been built by forming long term trusted relationships with our clients and partners combined with our focus on building products that drive efficiency, boost profitability, innovate and deliver an exceptional guest experience. As a result, they come back to us time and time again and are happy to recommend us to others.
Cloud or on-premise, all products are open platforms designed to integrate between them and with 3rd party products and components from more than 100 technology partners.
Nonius is a proud industry member of Hospitality Technology Next Generation (HTNG) and is certified according to ISO 9001.

Job description/specification

We are looking for a manager to co-lead our technical support team (Tier1 and Tier2).

TIER1: Our call center service, composed by IT technicians, that assists Hotel Guests and Hotel staff using our products and resolve difficulties and low complexity technical issues.

TIER2: Our call center service, composed by IT specialists, that assist hotel technical staff (maintenance and IT) on technical issues and are able to troubleshoot the infrastructure and applications issues on our products and solutions.

Responsibilities / Tasks

  • Manage TIER1 and TIER2 support call centers during his shift in coordination with other Manager and Director;

  • To monitor Customer satisfaction and be proactive and responsive on communicating with customers;

  • Guarantee Nonius? Customer Support processes implementation;

  • Hire and Train TIER1 and TIER2 staff;

  • Present weekly report with Customer support Metrics;

  • Analyze support team training needs and define plans to improve support quality;

  • Propose customer support improvement programs;

  • Monthly propose recurrent problems/issue to director and proposals to resolve.

Profile we are looking

  • We are looking for smart, good spirit, talented people!

  • You must be a passionate technical, a great team player and have a strong sense of work ethics, responsibility and commitment;

  • Technical degree in IT and/or network;

  • Previous experience in managing support desk teams/shifts;

  • Technical experience with networking and Internet technologies;

  • Good English ? spoken and written;

  • Good Communication skills;

  • Availability to work in shifts and weekends.

We will value the following

  • Spanish - spoken and written;

  • ITIL certification;

  • IT certifications [MCSE, CCNA, etc];

  • Experience with network equipment: routers, switches, access points, ip telephony;

  • Experience with TV systems, Coax, OTT, IPTV;

  • Basic knowledge of network protocols;

  • Scripting languages (bash and other CLI).

What we offer:

  • An exciting role on an established company that has been growing sustainable on average 30% year on year;

  • Competitive salary package including Health insurance;

  • Incentive bonus plan;

  • Great Office environment with fully equipped staff kitchen, free beverages (coffee, tea,...), served by nearby subway and shuttle services;

  • Great working environment and to be part of a young and vibrant Team.

Please send your resume in English to [email protected] with reference SSM1911PT.