Job Description
Job Description
Envera Systems is a rapidly growing electronic security company, with advanced AI technology and unique solutions, specializing in Community Security Solutions to include virtual guarding, monitored access control and active video monitoring. Envera Systems currently has branch offices in Sarasota, Coconut Creek and Dunedin. We are dedicated to creating a supportive entrepreneurial work environment for its talented, hard-working, team-oriented employees.
The Manager - Remote Support position manages the day to day operations of the customer support team. This position is responsible for leading and overseeing the customer support function and ensuring that clients receive exceptional service, issue resolution and overall issue resolution. This team works with customers to resolve issues while facilitating a positive experience in their time of need. This position will manage technical support teams, develop customer service strategies, and implement processes that drive customer satisfaction, retention, and operational efficiency.
- Duties and Responsibilities
Provide direct supervision and mentorship to a team of technical support resources
Foster a collaborative and results-oriented environment that prioritizes customer needs, continuous learning and professional developmentDevelop strong relationships with internal departmentsServe as the central point of contact for escalated and complex technical incidents or process issuesParticipate in off-site customer meetings as neededMonitor and analyze support metrics and customer feedback to drive improvementsDevelop and implement support policies, procedures, and best practicesStreamline support processes to enhance efficiency and reduce response timesImplement tools and technologies to optimize support operationsCreate and execute a customer support roadmap aligned with company goalsDevelop initiatives to improve customer loyalty and reduce churnOversee the creation and maintenance of comprehensive and up-to-date technical and process documentationWork with product, sales, and engineering teams to address customer issues and feedbackDevelop proactive support strategies to reduce recurring issuesIdentify opportunities to improve customer experience and service deliveryRemain current on evolving technologies and industry best practicesSet performance standards and KPIs for the support teamFoster a positive and high-performance team cultureQualificationsStrong leadership and team management skills
Excellent communication and interpersonal abilitiesAbility to translate technical information to non-technical audiencesProven experience in working collaboratively with various departments to achieve common goalsAbility to manage multiple priorities and tasks in a fast-paced environmentCapability and commitment to delivering exceptional customer serviceExtensive experience in troubleshooting and resolving complex technical issuesExcellent analytical and problem-solving skillsDemonstrated ability to lead process improvement initiativesStrong understanding of customer support tools and technologiesKnowledge, skills, or experience in CCTV, Access Control and Video Analytics Systems as well as Networking and device programming is preferredEducation and ExperienceBachelor's Degree or equivalent experience in the service business or related field
5 years relevant professional experience in a technical support or related field3 years management experience3 years of P&L responsibility or equivalent financial aptitude as demonstrated by prior experienceExperience in a rapid growth business
