Manager Technical Support Job Description
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The Technical Support Manager will be responsible for motivating and managing a team of Technical Support Consultants to resolve escalated customer calls and ensure customer satisfaction. Additional responsibilities include improving productivity, reporting operational achievements, maintaining operational consistency, and exceeding performance targets. The ideal candidate will have a minimum of 3 years of related experience in a technical call center, strong leadership and communication skills, and experience coaching and developing staff.
Manager Technical Support Job Description
- 1. Technical Support Manager Position Overview The Technical Support Manager is a key member of the services organization management team will report to the VP of Operations. He/She will be responsible for motivating a team of Technical Support Consultants and for facilitating resolution on escalated calls. Responsibilities • Motivate a team of Technical Support Consultants through performance coaching, career planning and setting educational objectives. • Participate in quality calibration and validation sessions. • Resolve employee issues and act as the employee advocate when dealing with HR or departmental processes. • Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement. • Facilitate customer resolution for escalated calls and engage the necessary technical support. • Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied • Report operational achievements and progress to the operations manager on a regular basis including statistical analysis and improvement of action plans. • Work with other managers to ensure operational consistency. • Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization. • Build relationships with the operational and technical department management of our key customers.
- 2. • Develop a strong relationship with the sales teams to increase support services agreements sales. This includes negotiating and closing services contracts. • Deliver and exceed on all Team performance targets. Job Requirements • Must have a good understanding of a "services business" in a high tech environment, from a supplier, integrator or operator's point of view. • Minimum 3 years experience in a related function is required, technical call centre preferred. • Demonstrated Leadership abilities and be achievement oriented. • Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems. • Strong verbal and written communication skills are mandatory. • Must be customer service orientated and believe in teamwork, collaboration, adaptability and Initiative. • Experience in coaching and staff development is mandatory.