Technical Support Manager (2nd Shift)

Description

This position supports 2nd shift hours (12pm-9pm PST) and will be required to be onsite 3-days a week.

Are you looking for an exciting opportunity in a dynamic environment where you can put your problem-solving, people, and leadership skills to use? We are seeking an experienced technical support manager to join our hardworking team and provide excellent customer service. You will work with and lead technically skilled technicians, product-related hardware, and software to provide services to commercial and residential customers. This role requires but is not limited to, service center experience, troubleshooting technical issues, being solution and data-driven, providing timely customer feedback, assisting with the roll-out of new products, and ensuring existing product lines are performing to customer expectations. Additionally, this leader must interact directly with customers as well as create written documentation, requiring excellent written and oral communication skills. We value our employees and encourage them to contribute ideas to improve both day-to-day operations and long-term objectives. You can find satisfaction in assisting others while working in a positive and encouraging environment.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Key functions and tasks

• Manage and lead a team of tech support hardware and software technicians.
• Manage and triage incidents and service requests assigned to team queues. 
• Prioritization of product-related complaints as they arrive in CRM and escalate to the appropriate tier levels and R&D as needed.
• Assign problems/tasks to technical support personnel.
• Analyze and review KPIs on a regular basis to determine the team's performance and goals are being met. 
• Provide data and reporting on KPIs and trends to management on an as-needed, weekly, monthly, and quarterly basis.
• Track and report on metrics for tickets assigned to and handled by the Technical Support team.
• Analyze situations and identify the resources required to solve them.
• Make quick calculated decisions, often with limited information.
• Follow up with customers to determine their level of satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends); and, if necessary, implement corrective actions.
• Partner with the trainer/documentation specialist to maintain and analyze training records ensure ongoing training for tech support staff, advise tech support staff on career planning.
• Develop and mentor the team to transition from a L1/L2 to a L2/L3 support skill level. 
• Assign tickets to team members based on their current workload, subject matter, complexity, expected resolution date, and resource availability.
• Advise the trainer of training opportunities that will meet the specific needs of the workers in order to maintain or improve job skills.
• Assist in the escalation of customer incidents, ensuring that the appropriate resources are engaged for timely action and proper traction.
• Assists in the development and/or obtain of training procedure manuals, guides, and course materials.
• Communicate department initiatives through a wide range of formats and meetings, such as group discussions, presentations, simulations, and videos.
• Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Follow up with customers to identify areas for improvement.
• Keep track of training and development activities, attendance, assessment results, and retraining needs in collaboration with the trainer.
• Manage the onboarding and offboarding of all new product versions.
• Assist in managing overall priorities among production incidents/problems, releases, and new application implementation.
• Inform management of situations that may necessitate additional client assistance or escalation.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Requirements

Required Education, Experience & Skills

• Bachelor’s degree in relevant field or equivalent experience.
• 1-3 years of experience in technical people management
• 5 years' experience in management of projects, including people, resources, etc., customer relations, in a service center environment or similar preferred.
• Proven energetic leadership, demonstrated capacity, and expanded responsibilities.
• Manage workloads through a ticketing system while adhering to established processes.
• Oversee day-to-day operations of a remote Technical Support Team in multiple time zones.
• Must be able to communicate direction accurately and effectively both verbally and in writing with other departmental staff members.
• Proven ability to successfully lead a remote team in a service center setting.
• Strong presentation skills. Strong troubleshooting skills
• Conflict resolution: the ability to handle issues raised by clients and associates and provide an effective resolution.
• Making decisions based on an analysis of all business impacts/other departments
• Ability to organize and manage multiple priorities while changing course quickly.
• Proficient with Microsoft Office Suite and related program software.

Preferred Education, Experience & Skills

• 7 years of experience supporting a wide range of PC hardware and software, LANs, WAN, and a deep understanding and knowledge of related products, computer systems and office applications.
• Mentor tech support associates for growth, development, and overall customer experience
• Experience with Microsoft office, Salesforce, Zendesk, Ring Central, Teams, Paylocity, etc.
• Familiarity with US and Canada compliance training requirements

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.