The Technical Support Manager will manage the customer and product support team for multiple software products. The successful applicant will have overall responsibility for the day-to-day management of a team of Product Support Representatives. The Technical Support Manager will be hands-on Manager and will provide customer support via phone, email, chat, web and other channels as required and responsible for responding to and resolving customer requests for assistance with product. The position requires software product and technical support management experience, strong organizational skills, attention to details, a deep commitment to customer satisfaction and desire to participate in driving continual process improvement. Applicants in this position must have strong communication skills and a customer service mindset, as this position will serve as a primary face and voice of the organization to our customers.

Responsibilities

· Manage Product and Technical Support employees and evaluate performance

· Create and maintain product documentation, manuals, and videos

· Assist sales and marketing with creating and maintaining product marketing materials

· Update customer knowledge base portals with required documentation, videos, news, FAQ’s and other articles

· Insure support tickets are open, closed and updated in a timely manner

· Recruiting, training and supporting support representatives and technicians

· Set specific customer service standards

· Establish best practices through the entire technical support process

· Follow up with customers to identify areas of improvement

· Develop daily, weekly and monthly reports on help desk team’s productivity

· Provide customer feedback to the appropriate internal teams

· Conducting root cause analysis and provide on going recommendations/solutions to improve professionalism and customer service

· Ensuring the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service.

· Ensuring all team members are achieving their KPI’s daily

· Receive & resolve inbound calls, emails, chats, tasks, & tickets

· Research and resolve product issues and questions from our merchants and our Resellers, partners and Sales Representatives.

· Diagnose customer issues through process of elimination by asking probing questions

· Follow up and make scheduled call backs to customers where necessary

· Communicate resolution times and resolutions clearly to customers in a timely fashion

· Product setup and configuration

· Product demonstrations

· Ensure high level of customer satisfaction

· Taking ownership of customer issues reported and seeing problems through to resolution

· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

· Improves system performance by identifying problems; recommending changes

· Updates job knowledge by participating in educational opportunities; maintaining personal networks

· Prepare accurate and timely reports

· Document knowledge in the form of knowledge base notes and articles

· Enter all correspondence and necessary information related to a customer issue into the CRM or ticketing system

· Alert management and team members of at-risk accounts and critical product issues

Requirements

· Minimum 3-5 years experience as a Software Product or Technical Support Manager

· Experience managing a software support organization

· Hands on experience with help desk and remote control software

· Experience diffusing confrontational situations

· Strong listening skills

· Good verbal and written communication skills

· Associate's Degree in Business or a related field or comparable related training/experience

· Proficient in Microsoft Office

· Able to thrive in a flexible, fast-paced environment

· Knowledge of customer service principles and practices

· Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships

· Experience with credit card and payment processing

· Experience with QuickBooks a plus

Job Type: Full-time

Pay: $60,000.00 - $75,000.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities
• Yearly pay

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Overtime
• Weekends as needed

Application Question(s):

• What is your salary expectations?
• Are you willing to under go a background check?
• Do you have credit card processing experience?
• How many years of software product & technical support experience?

Experience:

• Technical support: 3 years (Required)

Work Location: In person