We are seeking a dedicated and experienced individual to join our team as a Tech Support Assistant Manager. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service. As the Assistant Manager, you will work closely with the Tech Support Manager to oversee the daily operations of the help center, manage a team of support representatives, and ensure timely and effective resolution of customer inquiries and issues.

Responsibilities:

• Team Leadership: Assist in managing and motivating a team of Tech Support representatives to achieve performance targets and deliver outstanding customer service.
• Performance Management: Monitor key performance indicators (KPIs), such as response time, resolution rate, and customer satisfaction scores, and help implement strategies to improve team performance.
• Quality Assurance: Conduct regular quality assurance evaluations of Tech Support techs interactions to ensure adherence to company standards and provide feedback and coaching to team members as needed.
• Escalation Handling: Handle escalated customer inquiries and complaints in a professional and timely manner, working closely with team members to resolve issues and ensure customer satisfaction.
• Process Improvement: Identify opportunities for process improvement within Tech Support, including workflow optimization, automation, and technology enhancements, and collaborate with the Tech Support Manager to implement changes.
• Resource Management: Assist in managing help center resources effectively, including staffing levels, scheduling and equipment, to ensure optimal performance and cost efficiency.
• Adherence to Policies and Procedures: Ensure compliance with company policies, procedures, and regulatory requirements within Tech Support at all times.

Requirements:

• Proven experience in a customer service or help center environment, with at least 3 years in a supervisory or leadership role.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and team members.
• Strong leadership abilities, with a focus on coaching, mentoring, and team development.
• Proficiency in help center software, chat applications, and CRM.
• Microsoft 365 application experience is a plus.
• Analytical mindset with the ability to analyze data and metrics to drive informed decisions.
• Flexibility to work shifts, including evenings and weekends, as required.
• Must be available to work in an office setting. This is not a remote position.
• Reliable transportation.
• Knowledge of help center best practices.