Duties & Job Responsibilities:

Technical Supporto Process technical support cases, 50% KPM relative to CSAs
o Cleaning and dispatching cases, as needed
o Manage case distribution for direct reports
o Assist with case escalations involving direct reports

Team Leadershipo Lead by example (phone activity, case volume, KPMs, certifications, etc.)
o Conduct bi-weekly KPM Review meetings w/ direct reports
o Review active cases and identify anything that needs to be prioritized
o Monitor your CSA’s case workload to mitigate case overload
o Help shield the team from pre-sales questions and inquiries from sales reps

Hiring and Onboardingo Active involvement in hiring and interview process, as needed
o Co-lead CSA new-hire onboarding process

Team Mentoring and Growtho Work with individual team members to instill "greatness"
o Provide insight on best-practices and product knowledge
o Coach team members up to meeting their monthly case goal
o Identify problem areas and help develop improvement strategies
o Further become the go-to resource for team member questions
o Monitor and respond to questions posed in Teams chat

Other Responsibilitieso Present at Sales or AE meetings when requested
o Deliver "Intro to TriMech Tech Support" presentation for new/large clients
o Provide insights and feedback to help shape team protocols

Requirements:

- Minimum 4 years' experience as a CSA, or similar technical position
- Highly organized and coordinated
- Can work with minimal supervision
- Ability to work in a high-pressure environment
- Exceptional communication & leadership skills