Role Overview

Manage the Technical Customer Support Team in their day-to-day work
You will manage the ticket queue, ensuring that all tickets are responded to within SLA.
Be the primary point of contact and subject matter expert on all Crucial Learning digital products and systems
Provide guidance, motivation, and coaching to the Technical Customer Support Specialists
Perform weekly quality assurance audits of the teams activities to ensure accuracy and exceptional customer service
Create and update standard operating procedures and documentation for the team and end-users
Act as a resource for the team and escalations
Define, manage, and measure SLAs
Host walk-through meetings via a web conferencing system to educate users at every level within an organization on our digital platforms, systems, and product offerings
Take command of a situation and project manage various stakeholders to a successful solution
Collaborate with managers from other teams to streamline the client experience from team to team.
Use internal resources (depository of knowledge articles and colleagues) and external resources (search engines, product help centers and troubleshooting forums) to find solutions
Function as liaison with in-house personnel and outside vendors and clients to assist in the evaluation of technical needs & functionality
Model Help Desk processes and create best practices across the firms digital support function as needed
Think outside the box to create new processes that optimize both the client and employee experiences.
Provide support for the Help Desks after-hours emergency phone line.

Requirements

Preferred college degree, Bachelors or higher
3-5 years of direct experience troubleshooting technical issues
At least 1 year of management experience
Proficient in the following Microsoft Office Applications: Outlook, Teams, Excel, PowerPoint, ShareFile, Word
Understanding of, and experience with, Zoom required. Additional video conferencing platforms preferred (WebEx, Google Meets, etc.)
Experience with Salesforce preferred
Exemplary customer service skills delivered through written, verbal, and video conferencing mediums
Flexible mindset, open to change
Must be organized and detail oriented, including the ability to operate with high energy in a fast-paced environment
Demonstrated troubleshooting skills and the flexibility to pivot when needed
Ability to manage a team, led by example, and build a cohesive and highly productive team
Demonstrated success in the improvement of an operation, with measurable benefits
Proven ability to manage multiple projects and juggle competing priorities and deadlines
Ability to project manage key initiatives, providing milestone reporting and status updates
Excellent interpersonal skills and the ability to build coalitions and consensus among functional leaders to achieve cross functional improvements
Must be able to work independently, exercise good judgment, and respond quickly to a variety of business demands
Ability to work within a 360-degree feedback environment
Ability to work 40 hours a week during standard US business hours and additional hours on occasion
Must be able to travel to in-person events at least once a year
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Benefits

Access to some of the richest professional development programs.
A variety of benefits.
Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
Access to health benefits and wellness programs for employees and families.
The ability to work in a flexible work environment.
Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

TwentyEighty

Open Positions (1)

Customer Service

Technical Customer Support Manager