Position Summary:
The [Support Manager] is responsible for
- People: Have the right people on board and manage their growth for their benefit and that of the
company.
- Process: Design, build and hone the support process to guarantee first class service for our
partners.
- Accountability: Create a positive environment that encourages the team but also demands
excellence in solving problems for our partners.
Position Responsibilities:
* Supervise and direct the Support team, managing all equipment related tasks and
projects
* Develop the Support team through leadership, mentoring, and performance reviews
* Maintain coverage for 1st, 2nd, weekend and on-call shifts
* Develop Tier system for ticket escalation - scope, workflows and training programs
* Oversee workflow and tasks required to complete the job
* Define goals and communicate objectives
* Design, Guide and monitor the process of how tickets are solved - driving towards first
class, best in industry service
* Creating and managing team schedules
* Identifying and apply career advancement opportunities
* Create KPI dashboard for department success and progress metrics
ZenDesk Responsibilities
* ZenDesk Implementation:
* Build database of case logs for Support Techs to utilize as troubleshooting guides
* Build bank of resources
* Categorize priority levels from resource bank
* Integrate with our Website for live chat links, submit support tickets, etc.
* Integration with App
$$ DOE
