Technical Customer Support Manager

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.