Technical Support Manager
ActivTrak, United States
Job Description
As the Technical Support Manager, you will be responsible for leading and managing a team of technical support engineers to deliver high-quality technical assistance and support services to our customers. This role oversees the daily operations of the technical support department, ensuring effective troubleshooting, issue resolution, and customer satisfaction. You will play a crucial role in maintaining strong relationships with our customers, coordinating with cross-functional teams, and driving continuous improvement within the technical support function.
- Lead and supervise a team of technical support specialists, providing guidance, coaching, and performance feedback.
- Set clear goals and objectives, and monitor team performance against established metrics and service level agreements (SLAs).
- Ensure prompt and accurate response to customer inquiries, technical issues, and requests for assistance.
- Coordinate and prioritize support activities to meet customer needs and maintain high levels of customer satisfaction.
- Escalate critical issues to appropriate internal teams and ensure timely resolution.
- Develop and implement efficient support processes and procedures to enhance service delivery, productivity, and quality.
- Identify areas for improvement and implement corrective measures to drive continuous improvement within the technical support function.
- Monitor industry trends, customer feedback, and emerging technologies to stay up-to-date with best practices and make proactive recommendations for process enhancements.
- Collaborate closely with cross-functional teams, including product development, engineering, customer success and sales, to address customer needs and product-related issues.
- Communicate effectively with customers, both verbally and in writing, to provide updates, gather feedback, and ensure effective issue resolution.
- Prepare and present reports, metrics, and analysis on technical support performance, trends, and customer feedback to senior management.
- Allocate and optimize resources, including staffing, tools, and technologies, to meet service level targets and operational requirements.
- Identify and evaluate third-party vendors, tools, or technologies that can improve the efficiency and effectiveness of the technical support function.
Requirements
- 5 years experience in a technical support role, with a track record of progressively increasing responsibilities.
- 3 yrs leadership and people management skills experience, with the success in motivating and developing a high-performing team.
- Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting complex technical issues.
- Solid understanding of customer support principles, best practices, and methodologies.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with customers, internal teams, and stakeholders at all levels.
- Knowledge of relevant software applications, hardware systems, and networking technologies.
- Experience in implementing and optimizing support processes, metrics, and tools.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
Benefits
Work environment
- Position is remote within US
- Minimal travel
- Limited physical demands
This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!
ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. #LI-REMOTE