What are the responsibilities and job description for the Technical Support Manager position at Ursus, Inc.?
JOB TITLE: Technical Support Manager
LOCATION: Plano, TX
DURATION: 4-6 week contract to hire
RATE RANGE: 50-60/hr
SUMMARY:
As the Technical Support Lead/Manager at XOPS, you will be a working manager responsible for leading and managing our customer support team to ensure the highest level of service delivery. This role requires a proactive leader who can effectively manage a team, directly contribute to resolving customer issues, and maintain strong customer relationships.
RESPONSIBILITIES:
- Team Leadership: Lead, mentor, and manage a team of customer support professionals, fostering a culture of excellence and continuous improvement.
- Customer Engagement: Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
- Jira Service Management: Utilize Jira Service Management to manage support tickets, workflows, and reporting. Ensure the team is fully trained and proficient in using the platform.
- Hands-On Support: Directly participate in the resolution of complex customer issues, providing technical guidance and support to the team as needed.
- Reporting & Analytics: Monitor and report on key performance metrics, using data-driven insights to improve support operations.
- Customer Satisfaction: Continuously monitor customer feedback and satisfaction levels, implementing strategies to improve overall customer experience.
QUALIFICATIONS:
- Bachelor's Degree in a related field (e.g., Computer Science, Information Technology, Business Administration).
- 5 years of experience in a customer support role within a SaaS environment, with at least 2 years in a lead or manager position.
- Experience with Jira Service Management or similar customer support tools.
- Proven experience in leading and developing high-performing teams.
- Excellent communication skills, both written and verbal, with the ability to engage with customers and internal stakeholders at all levels.
- Customer-focused, with a passion for delivering exceptional service and building strong customer relationships.
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