Manager, Technical Support

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

ISI Software part of the Fullsteam organization is a leading provider of business management and billing software solutions for the fast lube industry , which focuses on quick oil changes, maintenance services, and related automotive services. ISI's software is specifically designed to address the unique needs of businesses, helping streamline operations, increase efficiency, and improve customer service.

ISI Software is looking for a manager responsible for coaching and developing a team of supervisors in a dynamic contact center environment. The manager will be accountable for meeting and exceeding departmental and contact center goals. This role also involves managing technical support staff and overseeing all activities that ensure customers receive the highest level of service

Primary Responsibilities :

• Hiring, training, coaching, and leading contact center representatives as they provide support for customers
• Provide direct oversight for the Supervisor level within the Support Team
• Leading team meetings, asking questions to better understand the calls that representatives receive, educating, and coaching workers regarding processes and practices, and explaining expectations to employees
• Assisting other management team members in identifying trends and establishing contact center goals
• Conducting effective resource planning to maximize the productivity of resources (people, technology, team structure, call flow, etc.)
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed
• Establish and implement metric driven employee scorecards to be reviewed with representatives on a recurring basis and coaching where the representative may be falling short
• Handling and resolving complex customer complaints. Resolving any customer issues or other contact center problems that occur
• Able to identify call reduction initiatives that do not impact customer service levels and implement resolution opportunities that reduce transactional call volumes
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Monitor and improve call / email quality and establish quality handling guidelines
• Taking on other tasks or projects to support employees, other managers, and contact center operations
• Possess the skill set to migrate documentation into a functioning knowledge base (systemic approach)
• Ability to implement more formal training, as the start of establishing a formalized training program
• Partner with other department leaders and business stakeholders

Primary Qualifications :

Note : Applicants must be willing to work Pacific Standard Time hours.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity / expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.