Inside Support Lead: Remote Troubleshooting & Docs

Quality Vision International Inc; City of Rochester (NY); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

Paid Time Off

Health & Financial Benefits

401k Retire Savings Plan

Tuition Reimbursement

Annual bonuses

Job summary

Quality Vision International Inc. in Rochester, NY invites an experienced Manager, Inside Support to lead the internal technical support function, resolving issues remotely and driving first-contact resolution.

You’ll oversee Product Support and Document Management/Technical Writing to standardize solutions and improve response efficiency. The role acts as primary escalation for complex issues and liaises with engineering and factory teams.

Qualifications

• Associate degree (2-year) or equivalent in engineering, technology, or physics (electronics, mechanical, or CS preferred).
• Minimum 5 years of experience in technical support, service, or related roles.
• Proven leadership experience including coaching, performance management, and team development.
• Advanced troubleshooting and analytical skills with a structured problem-solving approach.
• Strong organizational, prioritization, and decision-making abilities.
• Experience managing support teams in a metric-driven environment (FCR, SLAs, backlog).
• Experience building or managing technical documentation and knowledge bases.
• Experience contributing to or leading self-service/customer portal initiatives.
• Familiarity with CRM, ERP, or ticketing systems.
• Proficiency in Microsoft tools and remote support technologies.

Responsibilities

• Lead, coach, and develop the Product Support Team to deliver high-quality technical support with emphasis on first-contact resolution.
• Establish and manage performance metrics (FCR, response times, backlog, repeat issues, customer satisfaction).
• Foster a disciplined, structured troubleshooting approach across the team.
• Build a culture of accountability, continuous learning, and knowledge sharing.

Skills

Leadership

Coaching

Troubleshooting

Organization

Communication

Team Management (FCR/SLA)

Education

Associate degree or equivalent in engineering/tech/physics

Tools

CRM systems

ERP systems

Ticketing systems

Microsoft Office

Remote support tools

Job description

Quality Vision International Inc. in Rochester, NY invites an experienced Manager, Inside Support to lead the internal technical support function, resolving issues remotely and driving first-contact resolution.

You’ll oversee Product Support and Document Management/Technical Writing to standardize solutions and improve response efficiency. The role acts as primary escalation for complex issues and liaises with engineering and factory teams.