Manager - Technical Support
United StatesFull-TimeManager
Salary64,000 - 72,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- AgileMicrosoft Power BIJiraSaaS
Requirements
- 5+ years direct leadership experience in a client-facing or technical support environment.
- Experience in Software as a Service (SaaS) or technology environments.
- Strong recruitment selection skills and experience with HR processes such as PIP and grievances.
- Proven history of working cross-functionally to implement process improvements.
- Experience with multi-channel contact centers including chat, phone, and email.
- Proficiency with back-end systems such as Salesforce Service Cloud and Jira.
- Experience creating and editing reports using Salesforce or PowerBI.
- Familiarity with Agile development methodology.
- Ability to prioritize tasks in a fast-moving, 24/7/365 environment.
- Strong verbal and written communication skills.
Responsibilities
- Recruit, hire, and train technical support teams across worldwide locations.
- Establish and set work schedules to ensure coverage for a vertical suite of products.
- Coach team members to foster a culture of inclusion and professional growth.
- Drive performance against KPIs including time to respond, time to resolve, and customer satisfaction.
- Lead client escalations and effectively de-escalate situations to ensure resolution.
- Develop, document, and execute strategic improvement plans.
- Serve as an on-call (24/7) Client Communications Manager during critical incidents.
- Identify reporting needs and work with systems teams to provide accurate data.
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