Technical Support Manager

Job Summary

Working remotely in a full-time capacity, the Technical Support Manager will oversee billing operations, manage client interactions regarding complex technical issues, and lead process improvement initiatives to enhance billing accuracy for energy sector clients.

Key responsibilities

• Maintain and lead daily billing tasks across multiple customers, ensuring smooth functioning of the billing solution tool
• Interact directly with clients to address complex technical issues and manage billing exceptions while ensuring compliance with service level agreements (SLAs)
• Lead cross-functional initiatives to improve billing accuracy and customer satisfaction by streamlining data collection processes

Required qualifications

• Minimum 5 years of experience in Customer Success or Customer Support with proven Operations or Technical capabilities
• Experience in the energy/utility sector is required
• Strong analytical skills to identify and correlate metrics relevant to customer goals
• Advanced IT&C knowledge and the ability to quickly adapt to new software environments
• Ability to work across time zones and with offshore teams in a dynamic start-up setting