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
Position Qualifications & Candidate Attributes:
• Bachelor’s degree in [Business Management] or related field preferred
• [3] years of experience in management position
• Top level managerial skills • Ability to read and interpret electrical schematics • High level of team-building experience and process. • Process-oriented and strong collaborator with ability to communicate and manage well at all
levels of the organization and across various departments • Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise sound
judgment and make decisions based on accurate and timely analyses • High level of integrity and dependability with a strong sense of urgency and results-orientation • Views customer care as high priority
