What are the responsibilities and job description for the Tech Support Department Manager position at Brooklyn Low Voltage Supply?
We are seeking an experienced Tech Support Department Manager to lead our support team and ensure exceptional service for our customers. This is a hands-on leadership role in a growing company, ideal for a candidate with a strong technical background and management experience.
Responsibilities:
- Oversee and manage the Tech Support team, ensuring efficient issue resolution.
- Develop and implement best practices for troubleshooting, documentation, and customer support.
- Provide escalation support for complex technical issues related to CCTV, intercoms, access control, alarms, and networking.
- Train, mentor, and evaluate support agents to enhance performance and technical expertise.
- Collaborate with sales and product teams to address customer feedback and improve service.
- Maintain and optimize Zendesk and other support tools for tracking tickets and customer interactions.
Requirements:
Leadership Experience: Prior experience managing a technical support team.
Industry Knowledge: Strong background in low-voltage technology, IT, or security systems.
Problem-Solving Skills: Ability to resolve complex issues and implement efficient troubleshooting methods.
Organizational & Communication Skills: Excellent ability to document, communicate, and coordinate across departments.
Familiarity with Zendesk or similar ticketing systems.
Preferred Skills:
Experience with IP networking, camera systems, and access control.
Strong knowledge of customer service best practices.
Ability to train and develop a growing team.
This is a career growth opportunity in a dynamic industry. If you're ready to lead a team and drive excellence in technical support, apply today!
Job Type: Full-time
Pay: $65,000.00 - $80,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Zendesk: 1 year (Preferred)
- Tech Support Management: 1 year (Preferred)
Work Location: In person
Salary : $65,000 - $80,000