Technical Support Manager

Job Summary

Managing a team of Technical Support Specialists, the full-time Technical Support Manager will oversee customer service operations, provide coaching and development, and ensure effective resolution of technical issues in a remote environment.

Key responsibilities

• Manage and evaluate the performance of Technical Support Specialists, ensuring quality customer service and adherence to company goals
• Assist in resolving complex customer issues and conduct training sessions to enhance team skills and knowledge
• Identify opportunities for process improvements and collaborate with other departments to prioritize customer needs

Required qualifications

• Minimum of 5+ years in a similar role within a technical support environment
• Extensive knowledge of technical support procedures and experience in a contact center
• Familiarity with CRM and SaaS software applications
• Strong organizational and time management skills, with the ability to manage scheduling and staffing
• Schedule flexibility, including availability on weekends