Reputation

Manager, Tier 1 Technical Support

Reputation

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona

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Job Level

SeniorLead

Tech Stack

CloudSpring

About the role

  • Lead a global team of front line Support specialists.
  • Create processes, infrastructure, SLAs and instrumentation to lead a world-class omni-channel support team.
  • Serve as an advocate for your team internally working with product, sales and customer success.
  • Ensure that every client is receiving superior service within SLA.
  • Provide hands-on support and assistance for client issues
  • Implement and coordinate customer service support programs.
  • Implement strategic action plans designed to provide continuous improvement to the customer experience.
  • Provide coaching and professional development to team members to enhance their knowledge and problem solving abilities.
  • Open to work in 24*7 operations hour
  • Additional duties as assigned.

Requirements

  • 7+ years experience managing a customer support omni-channel team.
  • Experience using Salesforce Service Cloud and JIRA.
  • Experience in establishing robust self help channels for customers to self serve.
  • Excellent business intelligence and analytics skills
  • Experience developing and implementing processes, SLA and metrics in a call center environment.
  • Extensive knowledge of computers systems and software, as well as a solid understanding of technology applications.
  • Excellent customer service and high level problem-solving and interpersonal skills.
  • Ability to communicate and transfer knowledge clearly and effectively in a non-technical manner.
  • Comfortable managing multiple projects and meeting deadlines in a fast-paced, team oriented environment.
  • Effective problem solving skills.