Customer Technical Support Manager

Akkodis is Customer Support Manager for a Direct Hire position with a location in Boothwyn PA (Onsite)

Salary Range: $50K-60K/Annum on Fulltime plus Benefit, the rate may be negotiable based on experience, education, geographic location, and other factors

Job Title: Customer Support Manager

Address: Boothwyn PA (Onsite)

Type: Direct hire

SUMMARY

We are currently seeking a Customer Support Manager to join our team. Based out of our Boothwyn, PA office, the Customer Support Manager will oversee and assist customer support employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities

• Hires entry-level customer service employees.
• Provide direct supervision of the technical support staff which may include schedule creation / adherence, discover training needs / provide coaching, and disciplinary actions.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Handles discipline and termination of employees as needed in accordance with company policy.
• Be the point of contact when it comes to escalations.

Roles & Responsibilities

• Oversee the day-to-day operations and performance of the Support Team.
• Monitors and reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Support or other appropriate staff.
• Provide support where needed for both internal and external customers.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Monitor team performance and conduct quality control to reduce errors.
• Provide expert technical support to dealers and end users.
• Performs other related duties as assigned.

Qualifications:

• Prior Customer Support Experience.
• Bachelor’s degree preferred.
• Excellent communication skills and the ability to professionally communicate with customers over the phone and in written communication.
• Extensive computer hardware and software knowledge.
• Ability to proficiently troubleshoot technical hardware issues (preferred).
• High attention to detail with the ability to learn on the fly.
• Friendly professional personality with ability to keep composure during difficult calls.
• Experience with Salesforce a plus.

Benefits include but are not limited to:

• Medical/Dental/Vision
• 401K
• PTO/Paid Holidays

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance