Job Description

Responsibilities

• The Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges
• This team operates around the clock, 24/7/365
• While this role's working hours will primarily follow a set schedule, they must ensure continuous team performance, address urgent concerns, and implement strategies for effective shift coverage and service excellence
• The Manager ensures that customer inquiries are handled efficiently and professionally while driving continuous improvement in service delivery
• Travel: This role does not require travel
• Manage and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions
• Customer Experience Management
• Ensure prompt and professional handling of customer inquiries via phone and email
• Issue Resolution & Escalation
• Develop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary
• Process Optimization
• Identify and implement best practices to improve efficiency, response times, and resolution rates
• Performance Monitoring/Data & Reporting
• Establish and track KPIs related to customer response times, issue resolution rates, and customer satisfaction
• Establish and document a quality control checklist for new installations to ensure proper setup across multiple software applications
• Training and Development
• Conduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures
• Technology & Tools Utilization
• Ensure the team effectively utilizes service management and customer support platforms

Requirements

• This role requires an individual with strong leadership skills, a customer-first approach, and a deep understanding of technical problem-solving
• Applicants must be willing to submit to a drug screening and criminal background check
• Minimum 3-5 years of experience in field service, technical support, or installation management
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment
• Experience with multi-layer ticketing systems for processing client requests
• Interpersonal Skills
• Excellent written and verbal communication skills for effective collaboration across teams
• Ability to work independently and proactively to address challenges
• Strong leadership and team management experience with a proven ability to collaborate across teams
• Ability to schedule and manage staffing in a 24/7/365 environment
• Strong technical acumen
• Exceptional communication and stakeholder management skills
• Access Control, Automation Systems, Background Investigation, Best Practices, Communication Skills, Continuous Improvement, Customer Experience, Customer Relations, Customer Response, Customer Satisfaction, Customer Support/Service, Identify Issues, Interpersonal Skills, Leadership, Mentoring, On Site Support, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Quality Assurance, Resolve Customer Issues, Schedule Development, Service Delivery, Software as a Service (SaaS), Team Lead/Manager, Team Player, Technical Leadership, Technical Support, Training/Teaching, Willing to Travel, Writing Skills