Overview:
As the Manager of Technical Support, you will be responsible for overseeing many aspects of our technical support operations for PRISM and FedConnect. Your primary goal will be to ensure that our customers receive prompt, efficient, and courteous assistance with any technical issues they encounter.
Responsibilities:
- Team Leadership: Lead and mentor a team of support representatives, providing guidance, training, and support to ensure that they deliver exceptional service to our customers.
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Resource Management: Collaborates with Senior Leadership to leverage industry-standard metrics for evaluating ticket volumes, ensuring that Technical Support is adequately staffed and equipped with the necessary tools and equipment to meet customer service expectations.
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Customer Interaction: Act as an escalation point for complex technical issues, providing expert guidance and assistance to both customers and support staff.
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Process Improvement: Proactively assess and improve our technical support processes to enhance efficiency and increased customer satisfaction by providing a swift, effective and consistent customer experience.
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Quality Assurance: Implement quality assurance measures to ensure that all technical support interactions meet our company's standards of excellence.
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Reporting and Analysis: Monitor and track key performance metrics, analyze trends, and report on opportunities to pinpoint areas for improvement to create value through informed, data-driven decisions.
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Cross-Functional Collaboration: Collaborate with other departments, including Product Development, Services, IT Hosting and Customer Success, to ensure a seamless customer experience.
Qualifications:
- 3-5 years relevant experience
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Proven leadership skills
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Excellent oral and written communication skills
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Excellent time management skills
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Proven ability to manage multiple projects at a time while paying strict attention to detail
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Knowledge of PRISM is a plus
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Bachelor’s degree preferred