Technical Support Manager
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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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