Manager, Technical Support

Job Summary 

The Technical Support Manager is responsible for managing and motivating a team of Technical Support Specialists handling inbound calls on a 24 hour, 7 days a week schedule. The Technical Support Manager will communicate company goals, best practices, deadlines as well as provide feedback to direct reports for continued improvement and training. 

Technical Support Manager Job Duties: 

Leadership and Associate Management 

• Manages a team of Technical Support Specialists that provide quality customer service, including interactions with customers, answering customer inquiries, and effectively handling customer complaints. 
• Monitor and evaluate Technical Support Specialists' performance through auditing Zendesk communication, providing learning opportunities and taking corrective action when necessary. 
• Assist in developing strategies to promote adherence to company regulations and performance goals as well as creating policies and SOPs for the Technical Support group. 
• Manages the scheduling and time off requests of the group to fit within coverage and staffing requirements.  Approve hours worked for assigned associates at the end of each payroll cycle. 

Coaching and Development 

• Assist in resolving complex customer issues and escalations, ensuring timely and effective resolution of technical problems and inquiries. 
• Conduct team meetings and 1-1’s to update members on best practices, changes in SOP, and continuing expectations. 
• Coordinate training sessions and ongoing development programs for Technical Support Specialists to enhance their skills and knowledge. 

Adaptability 

• Identify opportunities to streamline workflows through technology. 
• Continuously evaluate support processes, identify inefficiencies, and propose and implement improvements to enhance operational efficiency and customer satisfaction. 
• Oversee incident management to handle high-impact incidents and maintain a high level of customer satisfaction during challenging times. 

Communication 

• Collaborate with other departments and teams to prioritize and communicate customer needs for continuous improvement. 
• Collaborate with Human Resources to recruit, hire, and retain effective support personnel. 

Technical Support Manager Required Skills and Qualifications: 

• Minimum of 5+ years in a Management role within a similar environment. 
• Extensive knowledge of Technical Support procedures and principles. 
• Experience working in a contact center environment. 
• Knowledge in working with CRM and SaaS software applications. 
• Demonstrated ability to multitask with precision and accuracy.   
• Ability to work within a team environment and adapt to frequent change  
• Must be organized and have strong time management skills- to include schedule development 
• Ability to promptly answer service-related emails, phone calls, and other forms of communication 
• Schedule flexibility, weekends required. 

Technical Support Manager Preferred Skills and Qualifications: 

• Associates degree or two years college 
• Has experience leading overseas and remote teams. 
• Experience in Point-of-Sale hardware and software troubleshooting, analysis & resolution 
• Restaurant experience 
• Self-Motivation/Motivational Skills 
• Strong Relationship Building 
• Excellent oral, written, and interpersonal abilities 
• Consistent work ethic and reliability