Manager, Tech Support

Job Description

The Manager Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. This role involves overseeing the day-to-day operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. He will also play a key role in developing and implementing strategies to improve advanced support services and optimize customer experience. Responsibilities: Team Leadership: Supervise, mentor, hire and provide guidance to a team of technical support professionals Set performance goals, conduct regular performance evaluations, and provide constructive feedback Foster a positive and collaborative team environment to encourage productivity and innovation Technical Support Operations: Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries Develop and implement support processes to optimize efficiency and enhance customer satisfaction. Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs) Regularly identify improvement areas and take initiatives to improve & optimize support KPIs and customer experience, across complex customer environments Customer Interaction: Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions Communicate technical information effectively to both technical and non-technical customers Cross-Functional Collaboration: Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge Participate in cross-functional meetings to align support strategies with overall company goals Performance Analysis and Reporting: Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team Continuous Improvement: Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance Stay updated with industry trends and best practices to implement innovative support solutions Qualifications and Support Tools: 5+ years of experience building and leading a technically focused, customer-facing, advanced experience support team and cross-functional collaboration with other teams. Experience with mainstream ERP, CRM or accounting SaaS software Excellent knowledge of CRM tools like Salesforce, Service now etc Presentable experience in support process engineering and improvement