Manager, Technical Support (225-818)

The Manager of Technical Support plays a crucial role in overseeing the technical support team and ensuring that all customer inquiries and technical support requests are resolved efficiently and satisfactorily. This role involves leading a team of technical support specialists, managing daily operations, and developing strategies to improve customer support processes and staff performance. The manager must maintain a high level of customer satisfaction by responding to technical issues in a timely and effective manner. Additionally, this role requires close collaboration with other departments to ensure seamless service delivery and to drive continuous improvements in the support process. Understanding emerging technologies and their impact on customer support is also a key aspect of the role, ensuring the organization remains competitive and responsive to industry changes.

Responsibilities

• Lead and train a team of technical support specialists on best practices and company policies.
• Monitor and evaluate support ticketing systems to ensure timely and effective resolutions.
• Develop and implement processes to improve the efficiency of the technical support team.
• Collaborate with product development teams to address recurring technical issues and bugs.
• Ensure a high level of customer satisfaction by providing timely and professional support.
• Analyze support metrics and customer feedback to improve service quality and training programs.
• Oversee and manage the escalation process for complex technical and customer issues.
• Communicate effectively with customers to address and resolve their technical concerns.
• Stay informed of industry trends and guides on new technologies impacting technical support.
• Prepare and present detailed reports on team performance and customer satisfaction metrics.
• Facilitate regular team meetings to discuss performance, challenges, and areas for improvement.
• Work with HR to recruit, hire, and onboard new technical support staff efficiently.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Proven experience managing a technical support team within a similar environment.
• Strong problem-solving skills with the ability to handle complex customer issues.
• Excellent verbal and written communication skills to effectively interact with customers.
• Proficiency in using support ticketing systems and customer relationship management tools.
• Ability to manage multiple projects and prioritize tasks effectively in a fast-paced environment.
• Demonstrated understanding of emerging technologies relevant to technical support functions.