Head of technical support department

компания "hypervsn (by kino-mo)" hypervsn is a future-forward technology company responsible for developing the innovative and disruptive 3d holographic system that provides stunning, immersive and memorable experiences for audiences. from our global hq in london, hypervsn services our partners and customers across the globe. targeted business sectors include digital signage, retail, events, education, public safety and many others. our brand line “see extraordinary” encapsulates the approach we stand for. seeing is believing. we create extraordinary experiences for people, producing holographic visuals that leave audiences with a sense of childlike awe and wonder, every time. hypervsn is looking for the head of technical support team who will be responsible for the people managment and development of the department. the successful candidate is: distinguished by proven working experience as a customer service manager in similar role; customer-oriented in managing communications and issues; skilled in documentation and experience with maintaining knowledge bases; the bridge between the support team, management, and development; ready to provide regular reports and feedback on how the team is performing; ready to be partially hands-on still and deal directly with customers when needed; fluent in english. main responsibilities: be in charge of organization, management and control function of technical support department; recruit, mentor, develop technical support specialists and nurture an environment where they can excel through encouragement and empowerment; collaborate with r&d, technical excellence, sales and design teams, ensure sla procedures are followed at all times; continuously improve customer service experience, create engagement with customers and facilitate organic growth; control resources and utilize assets to achieve qualitative and quantitative targets; develop processes, knowledge base, service procedures, policies and standards; keep accurate records and document workflow; keep ahead of industry’s developments and apply best practices to areas of improvement.