Self Esteem Brands, LLC, parent company of Anytime Fitness, Waxing the City, Basecamp Fitness, The Bar Method, and Stronger U, is seeking an experienced and passionate professional to join our talented team as a Technical Support Manager (TSM). At Self Esteem Brands, we offer a fun, fast growing, inspirational culture that incorporates a flexible, hybrid work schedule.

Job Summary

The TSM is the leader of our team of highly skilled technical support agents that provide 24x7 customer service to all franchise brands which ProVision Security supports. It is a pivotal role that provides oversight, coaching and mentoring to a team of 4-8 Upper-tier Technical Support Agents, and monitors performance KPIs.

The TSM is also be responsible for ensuring that all agents on the team represent ProVision and by extension Self-Esteem Brands as a whole. In this role, one will be looked to as a leader and mentor.

Purpose/Impact: (Duties & Essential Functions)

• Direct supervision and day-to-day management for team of 4-8 Tier 3 Technical Support Agents
• Primary management escalation point for customers for reported services issues. Responsible for investigating and providing both resolution and insight to analyze root cause
• Prioritization and delegation of duties to appropriate staff – must effectively communicate needed tasks and desired goals so team clearly understands them
• Overseeing the onboarding of new tech support employees; ensure all systems are up and running, and documentation resources are provided.
• Ensure successful delivery of support services through monitoring KPIs and performance metrics of internal resources, and partner with management on external resource support concerns.
• Keep Tech Support team up to date on latest ProVision suite of products to ensure deep knowledge base which can be passed on to other support tiers and customers.
• Assist in guiding the creation of technical support documentation for multiple internal and external resources.
• Collaborate with upper management to execute initiatives, including technical documentation, employee performance, process creation or modification, and overarching business goals in effort to increase service level and support standards.
• Work with internal ticketing system to ensure support tickets are followed-up on and resolved in a timely fashion
• Coach and inspire agents to provide stellar customer experience and continuously increase confidence in the ProVision brand
• Conduct thorough interview process to ensure the highest caliber of candidates join team
• Learn appropriate level of technical concepts to ensure high service quality, including but not limited to SQL, Access Control, CCTV, Networking, and proprietary systems management.

Strengths:

• Associates Degree in Business, Security, Technology or related field or 6 years in related field with at least two of those spent leading Technical Support Agents
• Technical background; preferably with IT Services, technical installation process, security, and/or advanced software systems
• At least 5 years in a customer service or contact center environment
• Experience leading a team that handles 100 open technical support tickets at once
• Must be able to work independently and be self-motivated and results driven – will be judged based on performance of team members
• Proven results with de-escalation and issue resolution for high profile/dollar value customers
• Experience collaborating with other internal IT departments towards a common goal
• Adapt to a fast-changing environment and modify plans on short notice
• Effective oral and written communication skills
• Superior business acumen – must make decisions that are for the overall betterment of ProVision
• Ability to work with frequent interruptions to meet rigorous deadlines
• Able to prioritize work tasks to ensure strict deadlines are met
• Demonstrates analytical problem-solving skills by balancing the use of practical application of experience and creativity with consistent follow-through

Background:

• Bachelor’s or advanced degree equivalent experience in Security, Technology, Business or related field
• Previous experience working directly with independent franchisees or business owners for 3 years
• Professional technical certifications – specifically in Network Administration, SQL, and/or Security

What’s in it for you:

• Medical, Dental and Vision Coverage
• Unlimited Time off & Fridays off Memorial Day to Labor Day
• 401(K) Savings Plan
• Paid Parental Leave
• Coaching & Therapy Sessions
• Brand Discounts & Reimbursements
• Professional Development Opportunities