What are the responsibilities and job description for the Technical Support Associate Manager position at Brivo?
Department: Technical Support
Employment Type: Full Time
Location: Austin
Description
About Us
Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.
Eagle Eye Networks is a dynamic, fast-moving company. We value the benefits of face-to-face collaboration, and we believe it is more enjoyable and productive. The synergy of in-office interaction is critical to our culture and your presence is essential for Eagle Eye Networks’ success. Eagle Eye Networks has recently announced a return-to-office initiative that requires employees to be in the office five days a week. Learn more at een.com
Summary
Our Technical Support Managers run world-class, follow-the-sun Technical Support teams – solving deep technical problems for customers around the world. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with our technology, and that they perform sound and quick troubleshooting.
You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will embrace the concepts of Ownership, Urgency, and Positive Persistence. You will also need to care deeply about your team, their skills, and their career development.
As the Manager of Technical Support, you will spearhead and develop our Technical Support team. You will establish and meet team Key Performance Indicators (KPIs), pinpoint improvement opportunities through rigorous data analysis, and collaborate seamlessly with other teams to drive positive support outcomes. Your work will focus on continuous improvement, elevating the execution of support leaders and technicians, and facilitating a world-class customer experience. This strategic role is integral to our mission of providing top-tier VMS SaaS solutions and streamlining support service delivery to our valued customers.
Responsibilities
Eagle Eye Networks is an innovative, global start-up building the only platform powerful enough to support the future of video surveillance and security. Here your voice will be heard, and talent respected. We have proven leadership and financial backing of one of the world’s premier venture capital firms. The work we do is essential in today’s world, as our systems are used to protect the health, safety, and welfare of people and property around the world. Eagle Eye is a place where you can make a difference. Bring your passion, your drive, a roll-up- your- sleeves- and- get- it- done work ethic, and a collaborative mindset. Be ready to work hard and have fun. We also have great benefits and perks.
Employment Type: Full Time
Location: Austin
Description
About Us
Eagle Eye Networks is the global leader in cloud video surveillance, delivering cyber-secure, cloud-based video with artificial intelligence (AI) and analytics to make businesses more efficient and the world a safer place. The Eagle Eye Cloud VMS (video management system) is the only platform robust and flexible enough to power the future of video surveillance and intelligence. Eagle Eye is based in Austin, Texas, with offices in Amsterdam, Bangalore, and Tokyo.
Eagle Eye Networks is a dynamic, fast-moving company. We value the benefits of face-to-face collaboration, and we believe it is more enjoyable and productive. The synergy of in-office interaction is critical to our culture and your presence is essential for Eagle Eye Networks’ success. Eagle Eye Networks has recently announced a return-to-office initiative that requires employees to be in the office five days a week. Learn more at een.com
Summary
Our Technical Support Managers run world-class, follow-the-sun Technical Support teams – solving deep technical problems for customers around the world. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with our technology, and that they perform sound and quick troubleshooting.
You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will embrace the concepts of Ownership, Urgency, and Positive Persistence. You will also need to care deeply about your team, their skills, and their career development.
As the Manager of Technical Support, you will spearhead and develop our Technical Support team. You will establish and meet team Key Performance Indicators (KPIs), pinpoint improvement opportunities through rigorous data analysis, and collaborate seamlessly with other teams to drive positive support outcomes. Your work will focus on continuous improvement, elevating the execution of support leaders and technicians, and facilitating a world-class customer experience. This strategic role is integral to our mission of providing top-tier VMS SaaS solutions and streamlining support service delivery to our valued customers.
Responsibilities
- Manage a KPI/Metrics driven professional support team, including skills development and performance management
- Manage and oversee day-to-day operations of the Technical Support team, ensuring high-quality customer service and prompt resolution of technical issues
- Develop and maintain support processes and documentation, ensuring adherence to best practices and continuous process improvement
- Deliver operational control, shift scheduling, accountability for key performance indicators (KPIs)
- Ensure that all customer cases are responded to in a timely and professional manner
- Serve as the initial point of contact for escalation issues to ensure efficient communication and resolution
- Own your team’s customer satisfaction
- Drive continuous improvement to the team's processes and support service delivery
- Coach team members and provide constructive feedback to ensure they meet quality standards for all interactions
- Conduct interviews and provide feedback as part of the Technical Support hiring team
- Work with your senior management to enforce organization standards, policies and procedures and initiate disciplinary action when required
- Review and approve time sheets and PTO requests
- Receive complaints, resolve problems, and manage elevated calls from clients that require interaction with a supervisor, as acting as point of contact with internal departments to resolve issues
- Ensure adherence to daily schedules to achieve optimal queue coverage
- 3-5 years of management experience in a relevant field
- Excellent communication skills, with the ability to liaise effectively with both technical and non-technical stakeholders
- Ability to mentor and coach
- Excellent conflict resolution skills
- Excellent time management skills (able to meet deadlines)
- Strong or excellent analytical and critical thinking skills
- Strong leadership skills
- Able to adapt/pivot quickly and thrives in a fast-paced environment
- Minimum 5 years experience supporting a high-volume SaaS product
- Familiarity with SaaS environments and the unique challenges they present
- Exceptional problem-solving skills and the ability to think creatively to develop solutions to complex technical challenges
- Strong customer service orientation and the ability to manage customer expectations effectively
Eagle Eye Networks is an innovative, global start-up building the only platform powerful enough to support the future of video surveillance and security. Here your voice will be heard, and talent respected. We have proven leadership and financial backing of one of the world’s premier venture capital firms. The work we do is essential in today’s world, as our systems are used to protect the health, safety, and welfare of people and property around the world. Eagle Eye is a place where you can make a difference. Bring your passion, your drive, a roll-up- your- sleeves- and- get- it- done work ethic, and a collaborative mindset. Be ready to work hard and have fun. We also have great benefits and perks.
- Medical Benefits: We offer competitive medical, vision, and dental plans. Company offsets premiums.
- Taco Tuesdays: Like breakfast tacos? You’re at the right place, because weekly breakfast tacos are provided.
- 401k plan with company match!
- Weekly Lunch: Food is love. Especially when it is free.
- Snacks: You will never go hungry.
- Culture: Innovation drives our vibe.
- Diversity: We embrace our global presence, the diverse ideas and backgrounds of our team to improve our culture, our products and grow our people and our business.
- PTO: Hourly employees accrue PTO each pay period for a total of 12 days each year and are granted 5 paid Sick days each year