Job Summary
Represents VirBELA as a front-line organization to assist the Director of Technical Support on the day to day business of managing the Technical Support Team. The Technical Support Manager will also be involved in mentoring, coaching, and training of newly on-boarded Techs as well as continuing education of the current Teach Team.
General Responsibilities:
Manage, hire and develop a best-in-class, customer-centric support team
Lead, coach and mentor all Technical Support Specialists
Drive a self-managing and collaborative team culture
Organize and coordinate a weekly team schedule
Track incident and topic volume for optimal workgroup organization
Perform weekly team member mentoring check-ins
Establish and monitor team and individual KPIs
Drive team education, training, and development initiatives
Provide escalation support and conflict resolution for the team
Drive ongoing requirements for:
Skills redundancy
24/7 support
Team best practices
Minimum skill sets
Process automation
Customer feedback
Support tools including
Ticketing
Live chat
Email
Remote support
Chatbots
Knowledgebase
Self-service
Act as a liaison between the team and the rest of the organization to address identified trends in agent issues coming to the Tech Support Team that cross into other parts of the organization.
Maintain weekly, monthly, quarterly metrics on team performance
Proactively identify ways to improve the customer and team experience
Position Requirements:
Education:
BA/AA in CIS, and advanced courses in management strongly preferred
High School Diploma/GED required
Requirements
Experience:
2+ years of experience managing a client-facing support function
5+ years previously in a direct technical support or help desk role
Experience with a rapidly-growing customer base (thousands to tens of thousands)
Ability to understand, set and drive priorities among conflicting demands
Experience implementing various support technologies (ticketing, chat, automation, knowledge base, self-service, etc.)
Ability to manage remote teams in multiple time zones with no in-person contact
Extremely strong organizational, technical and follow-up skills
Excellent customer service, communication and de-escalation skills
Experience in residential real estate, especially supporting real estate agents preferred
24/7 support experience, especially with onshore/offshore resources preferred
Experience with / desire to implement AI for support
Budgeting, cost management and team planning experience preferred
This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. VirBELA reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
