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Technical Support Manager

This is not an IT role. It is strictly all tech support. IT candidates will not be considered for this role. 

 

Description:

We are seeking a dynamic Technical Support Manager to be a part of our continued success and growth!!

Responsibilities:

  • Manage the existing team and set the stage for significant growth moving forward.
  • Put in place metrics and tools that will allow us to track organizational performance, project resource. requirements and provide feedback to management and engineering on ways to improve the product.
  • Continually improve our customer experience, take ownership of the customer’s issues and follow problems through to successful resolution.
  • Set a clear agenda for the support organization, acquire and deploy resources accordingly.
  • Show measurable success in a short amount of time, continually improve NPS scores.
  • Develop all necessary procedures, policies, and standards.
  • Keep accurate records and document customer service performance.
  • Analyze statistics and compile reports which lead to actionable measures.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel.
  • Structure the organization for high growth
  • Support overseas expansion of the technical support organization

Qualifications:

  • Minimum 5-10 years work experience as a Technical Support Manager in a high tech product company. 
  • Must have experience managing a minimum of 20+ people. Will not be considered if managed only small teams
  • Knowledge of a start-up environment a big plus

Required Education:

  • BS in related field a plus

 

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