Alpharetta, GA Full Time
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Job Description
As a Technical Support team manager, you are accountable for analyzing customer technical support engineers on Cloud Software Group products in networking, software, and Cloud.
Mentoring and developing your team to help them achieve greatness
Directing and monitoring global projects that lead the technical support team in the transition to the Cloud.
Monitor, Track, and regularly reports on the team’s operation
Closely administers hot customer accounts to grow a path to problem resolution.
Provides superior level service to end-user customers
Perform as point-of-contact for escalated problems
Makes sure appropriate response and focus of support teams
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Duties and Responsibilities of Technical Support Manager
- Motivates their team and offers advisory service and direct feedback regularly.
- Own company and department’s instruments to reward employees.
- Analyze workloads to ensure support reps are following the expected Service level objectives.
- Obtain and support targeted team statistics along with other established goals.
- Make sure customer satisfaction targets obtain.
- Monitors individual contributors following company policies and procedures.
- Organize interviews, appoints new individual contributors, and offer employee orientation/assimilation training.
- Coaches and offers career growth consultancy to staff.
- Analyze staff in resolving complex or out-of-policy operation issues.
Required Experience and Skills of Technical Support Manager
- Technical Support Managers must understand core management accesses such as work scheduling, prioritizing, monitoring, and process administration.
- Acknowledgment of the requirements to be sustainable outside of standard business hours to support team members needing monitoring and guidance.
- The technical Support manager needs advanced knowledge of job areas typically achieved through advanced education and proficiency.
- Proficient in administering remote team members.
- The technical Support manager’s Understanding of support procedures and terminology.
- Must have Understanding and experience in workload analysis, staff scheduling, performance management, and interviewing skills.
- Must have Excellent proficiency in technical support for software and network products.
- Must have Excellent knowledge of Cloud-Based framework and technical support background in analyzing customers compensating Cloud and SaaS technologies.
- Excellent management and work planning skills. Potential to work on multiple problems and prioritize work accordingly to business procedures.
- You must be passionate about challenges and be able to solve a problem.
- Potential and comfort in dealing with complex employee or customer problems and ensuring positive interactions even when message content is complex or critical.
- Authorized potential to formulate and cooperate solutions to problems in conjunction with multiple functional areas when required.
- Requires a University Degree or similar proficiency and at least 3-5 years prior equivalent experience.
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Pay & Benefits Summary
- Base Salary Range of $95,000 to $110,000 (dependent upon the level of credentials).
- Performance Bonus Range of 5% to 10% 401(k) and retirement benefits
- Reimbursement for travel
- Health benefits
- Time off allowance
- Tuition reimbursement
- Team outings and events
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