The Technical Support Manager is responsible for managing the day-to-day operations of a technical support team that delivers tier I & II technical support for customers. The Associate Manager will have experience building and growing a technical support team including hiring, training of new employees and implementing new support processes, managing customer interaction & escalations along with productivity, resulting in a high level of customer satisfaction and customer retention.
Manages team including performance management and coaching
Works with management to develop and implement strategic plans, initiatives, and direction
Works with customers and internal teams to resolve issues
Develops individual goals and objectives for direct reports.
Handles moderately complex projects
Drive operational improvement
Increase efficiencies and service improvements with automation
Able to manage others through rapid and constant change while collaborating with other teams to ensure strong service experience for our customers.
Able to allocate resources and adjust priorities to maximize team performance.
Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction