Technical Support Manager

This individual will handle high-level escalations and supervisory duties for the Technical Support team. This position will require the employee to work with the Technical Support Agents to support all customer inquiries with 5 star customer service. The employee will be expected to be able to communicate any information to customers using effective language and professional demeanor while ensuring their team is hitting daily and weekly goals., * Receive and respond to communications from customers’ inquiries. Listen empathetically; gather sufficient information from the customer to provide resolution.

• Create and update training material to continuously develop onboarding and general training for the technical support agents.
• Use google docs / Ticket System daily for reporting, understanding call logs etc.
• Develop and maintain a good working relationship with technical support agents to facilitate the resolution of customer inquiries.
• Assist with any necessary escalations and provide coaching to technical support representatives
• Interact with departments/management to resolve complaints by gathering information from employees to respond appropriately to customer inquiries or complaints.
• Consistently able to propose solutions to problems/inquiries from customers by maintaining a thorough understanding of company policies, procedures, products, services, and operations and accurately collecting relevant information through all sources.
• Resolve customer escalations resulting from negative review publications while persuading the customer to reconsider their published opinion of the company.
• Provide status updates to management when appropriate on customer inquiries.
• Exhaust all efforts to prevent further escalations to management.
• Perform other duties and tasks as needed

Do you have experience in Technical support?, * Proficient in LibreOffice or MS Office 365 equivalent, Gmail or Thunderbird, Windows, Mac OS

• Prior experience in supervising a customer/technical service team
• Minimum of 5 years customer service experience preferred - specifically over the phone
• Prior experience working for an Internet Service Provider
• Experience with CSR Systems and the ability to learn quickly.

Skills

• Excellent written and verbal communication skills
• Basic Spreadsheet / Excel skills required
• High degree of organization (detail-oriented)
• Ability to multi-task
• Ability to be assertive while maintaining a professional demeanor
• Proven ability to professionally communicate with a team and deliver results
• High level interpersonal and conflict resolution skills
• Ability to take initiative to investigate issues independently with minimal direction, resourceful and capable of navigating complex situations
• Persuasive, persistent and personable, * Customer service: 5 year (Preferred)
• Technical Support Experience: 3 year, * Technical Support: 3 years (Required)

$52,000 - $70,000 a year - Full-time, Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance, * Competitive salary
• Full benefits package includes: Medical, Dental, Vision, 401k, Voluntary Life & AD&D Insurance.
• Paid sick and vacation time, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Dental Insurance

Schedule:

• 9 hour shift, * 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance