Manager, Tech Support

Position Summary:

The Manager, Technical Support, oversees a team of technical support specialists in a call center environment. The primary mission is to ensure exceptional customer satisfaction and service quality. This role is responsible for daily departmental operations, establishing and maintaining policies and service procedures, ensuring proper phone coverage, and customer relations standards. The manager also serves as a subject matter expert with sales and operations teams, while leading interfacing with customer technical support peers.

The Manager, Technical Support, oversees a team of technical support specialists in a call center environment. The primary mission is to ensure exceptional customer satisfaction and service quality. This role is responsible for daily departmental operations, establishing and maintaining policies and service procedures, ensuring proper phone coverage, and customer relations standards. The manager also serves as a subject matter expert with sales and operations teams, while leading interfacing with customer technical support peers.

• Lead and develop a technical support team with expertise in automotive locksmithing, focusing on key programming within our customer ecosystem.
• Respond to customer inquiries in real time and resolve complex customer issues.
• Collaboratively interface with strategic customers, technical and customer support organizations to ensure customer and program satisfaction metrics are met or exceeded.
• Primary interface with strategic technology partners to refine customer experience and success rate
• Lead ongoing enhancements within programs, emphasizing advancements in programming technology, and automotive keys to support overall customer satisfaction.
• Foster strong, long-term relationships with key customers and advocate for their needs.
• Analyze call volumes and trends to ensure optimal staffing, including evenings and weekends, as required.
• Monitor calls, train and mentor staff, and address performance issues effectively.
• Set team goals, track progress, and compile performance reports.

• Bachelor’s degree is highly preferred
• 10+ years of experience in technical support or customer service call center is required
• Automotive keys technology is a plus
• Proficient in computer software systems including MS Office and MS Excel
• Working knowledge of Ring Central & Net Suite a plus

• Experience in technical support and/or automotive and/or locksmithing
• Call Center management
• Exceptional leadership and team management skills
• Excellent verbal and written communication skills
• Have a positive and professional demeanor with the ability to work well under pressure
• Ability to use critical and creative thinking to identify and resolve complex problems
• Strong analytical, organizational, and time management skills
• Strong work ethic

Job Type: Full-time, on-site

Expected

Hours:

8:30am – 5:00pm

Pay: $85,000 - $95,000

Comprehensive benefits package offered.

Must be authorized to work in the United States on a full-time basis