Description

Spectrio has been recognized as one of Florida’s highest-growth companies, ranking at No. 127 on the 2021 Inc. 5000 Florida Regional list, up 53 places from the previous year. In 2020, the Company made the national Inc. 5000 list for the ninth time, ranking at No. 3050, up 756 from the previous year.

Primary Objective:

The Technical Support Manager is the thought leader of the tech support team. They will act as a guiding force to ensure that Spectrio is providing top quality customer services to our clients. The Technical Support Manager will lead, manage, and maintain all activities related to customer troubleshooting and support including leading, motivating a team of staff to ensure they're giving the best customer service possible while handling queries and complaints from both internal and external customers.

Responsibilities:

• Oversee day-to-day operations of a remote Technical Support Team in multiple time zones
• Provide oversight of operational resource allocations to meet service level commitments
• Guide the team in effective management of client relationships and resolution of client issues
• Manage workloads through a ticketing system while adhering to established processes
• Provide guidance to resolve complex, project related, organizational and strategic issues
• Promote a co-operative, collegial approach to problem solving
• Mentor tech support associates for growth, development and overall customer experience
• Identify patterns of concerns and make recommendations of opportunities for process improvements
• Lead and support tech support teams through change management
• Lead hiring and career development for a team of professionals across a variety of technical disciplines
• Collaborate with partner teams to achieve shared objectives and lead continuous improvement efforts
• Collaborate with internal departments on escalated issues and communicate effectively with clients in a timely way
• Create effective support processes that will increase the efficiency of both agents and the department
• Required for travel up to 50% of the time to Clients’ locations
• Perform all other duties as assigned.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Computer Networking, and Hardware, IT, or relevant field
• A minimum of 5 years of proven experience in tech support, customer support or service desk position
• Team lead/supervisor experience preferred
• Professional Certifications such as Linux, will be preferred
• Ability to diagnose hardware and troubleshoot technical issues
• Autonomous and self-governing; able to work independently with little direction
• Proficiency in Google Suite and customer support software
• Outstanding written and verbal communication skills
• Excellent leadership and interpersonal skills
• Strong problem-solving skills and thought leadership
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to manage multiple projects to completion and meet deadlines
• Proven ability to work effectively with customers, contractors, and internal stakeholders
• Ability to effectively deal with customer requirements and demands

Spectrio is a leading provider of comprehensive digital signage solutions that empowers clients to transform their business locations into modern, dynamic destinations for customers and employees. Headquartered in Tampa, Fla., and founded in 2002, Spectrio serves over 150,000 franchise and enterprise locations in multiple industries, including quick-service restaurants, automotive, healthcare, and financial services. With supporting offerings geared towards Overhead Music, On-Hold Messaging, WiFi Marketing, and more, Spectrio offers businesses a complete customer engagement solution at scale. For more information, visit www.Spectrio.com.

Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.

Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.