Technical Support Manager

Oversee key performance indicators for technical support in the U.S. region, including hotline connection rates, callback rates for missed calls, customer satisfaction rates, response timeliness, and issue resolution rates, to ensure steady improvement in all service metrics;

• Promptly respond to and follow up on issues raised by U.S. reseller clients, and regularly summarize and report on progress;

• Standardize the end-to-end processing of ODOO and Zoho tickets to improve the team's ticket handling efficiency and ensure high-quality resolution.

2. Team Training and Performance Improvement: Collaborate with headquarters and branch offices to conduct specialized team training covering product knowledge, service skills, and troubleshooting, continuously enhancing the support team's professional capabilities and overall work efficiency.

3. Knowledge Base Development and Documentation: Routinely collect and organize frequently asked questions, common issues, and solutions; iteratively update product FAQs; and build and refine the overseas technical support knowledge base to enable knowledge reuse.

4. Cross-Departmental Communication and Product Iteration: Serve as the communication bridge between the U.S. branch and headquarters; screen and consolidate valid customer needs and product pain points; share them with the technical team for evaluation; and drive product iteration and optimization.

5. Team Management and Coordination: Take full responsibility for the day-to-day management and operational coordination of the U.S. support team; regularly liaise with headquarters to share service data, customer issues, operational status, and requests for assistance, ensuring efficient collaboration.

6. Service Process Optimization: Align with headquarters' standardized service guidelines while incorporating actual U.S. business scenarios and customer feedback to continuously refine and optimize technical support processes and service standards, thereby enhancing overall service quality and operational efficiency.

Pay: $70,000.00 - $80,000.00 per year

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Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance