7 days old

Technical Support Manager

West Chester, OH 45069

Join a team recognized for leadership, innovation and diversity

Provide reliable technical assistance to internal and external customers. You will ensure professional coverage of Technical Support. You will drive focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will use your influence to expedite complicated cases. You will develop broad understanding of customer needs. You will drive the knowledge-sharing mindset, methodology, and tools. You will develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues across teams.

Key Responsibilities
  • Lead the team that is solving complex technical problems for the\rcustomer
  • Drive timely responses to customer demands by supporting the coordinating\refforts of different teams
  • Help your team develop business acumen while\rteaching to address customer's technical needs
  • Facilitate issue identification and analysis
  • Investigate and resolve technical issues
  • Track requests resolution
  • Provide technical training
  • Build relationships with customers
  • Test products & software
  • Develop and share knowledge
  • Manage team
  • Lead team alignment

    • Bachelor's degree / equivalent, with significant experience in the field, or Master's degree / equivalent, with some experience.

      WE VALUE
      • Extensive customer facing experience
      • Experience in the industry is preferred
      • Excellent interpersonal and verbal & written communication skills
      • Strong continuous improvement mindset, strong leadership impact
      • Experience with Salesforce.com and SharePoint
      • Demonstrated experience with Knowledge Management & Call Center Management
      • Good administration skills
      • Demonstrated management skills

        Additional Information
        • JOB ID: HRD87518
        • Category: Customer Experience
        • Location: 10045 International Blvd,West Chester,Ohio,45246,United States
        • Exempt