Manager of Technical Customer Support

Crucial Learning; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Technical Customer Support Manager to lead a dedicated team. In this pivotal role, you will ensure exceptional service delivery and team development while becoming a subject matter expert on digital products. Collaborating with various departments, you will drive key initiatives to enhance the client experience. The ideal candidate will possess strong troubleshooting skills, management experience, and a passion for customer service. Join a forward-thinking organization that values professional growth and offers a flexible work environment, comprehensive benefits, and opportunities for advancement.

Benefits

Health Benefits

Life Insurance

Income Protection

Retirement Savings Plan

Professional Development Programs

Flexible Work Environment

Wellness Programs

Qualifications

• 3-5 years of direct experience troubleshooting technical issues.
• At least 1 year of management experience required.
• Excellent interpersonal skills and ability to build coalitions.

Responsibilities

• Manage the Technical Customer Support Team in their day-to-day work.
• Ensure all tickets are responded to within SLA.
• Provide guidance and coaching to the team specialists.

Skills

Technical Troubleshooting

Customer Service

Project Management

Microsoft Office Suite

Zoom

Salesforce

Education

Bachelor's Degree

Tools

Salesforce

Zoom

Microsoft Outlook

Microsoft Teams

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

ShareFile

Job description

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Reports To: Senior Manager, Technical Customer Support

Employment Type: Full Time, FSLA Status: Exempt, EEO Category: First/Mid-Level Officials and Managers

The Impact you Will Have:

As Manager of the Technical Customer Support team (Help Desk), you will oversee the quality and execution of the team’s deliverables, as well as the growth and development of the team’s specialists. You will share in the team’s responsibility for daily technical & general support of our clients and colleagues, putting customer service front and center. You will become a subject matter expert on Crucial Learning’s digital products and systems and collaborate with various departments throughout the organization to grow the functionality of the team. This position sits in the Client Experience & Operations (CX&O) team. As manager of Technical Customer Support Team, you will work closely with other CX&O leaders to develop and drive key department initiatives.

What You’ll Do:

• Manage the Technical Customer Support Team in their day-to-day work
• You will manage the ticket queue, ensuring that all tickets are responded to within SLA.
• Be the primary point of contact and subject matter expert on all Crucial Learning digital products and systems
• Provide guidance, motivation, and coaching to the Technical Customer Support Specialists
• Perform weekly quality assurance audits of the team’s activities to ensure accuracy and exceptional customer service
• Create and update standard operating procedures and documentation for the team and end-users
• Act as a resource for the team and escalations
• Define, manage, and measure SLAs
• Host walk-through meetings via a web conferencing system to educate users at every level within an organization on our digital platforms, systems, and product offerings
• Take command of a situation and project manage various stakeholders to a successful solution
• Collaborate with managers from other teams to streamline the client experience from team to team.
• Use internal resources (depository of knowledge articles and colleagues) and external resources (search engines, product help centers and troubleshooting forums) to find solutions
• Function as liaison with in-house personnel and outside vendors and clients to assist in the evaluation of technical needs & functionality
• Model Help Desk processes and create best practices across the firm’s digital support function as needed
• Think outside the box to create new processes that optimize both the client and employee experiences.
• Provide support for the Help Desk’s after-hours emergency phone line.

What You’ll Need:

• Preferred college degree, Bachelor’s or higher
• 3-5 years of direct experience troubleshooting technical issues
• At least 1 year of management experience
• Proficient in the following Microsoft Office Applications: Outlook, Teams, Excel, PowerPoint, ShareFile, Word
• Understanding of, and experience with, Zoom required.
  • Additional video conferencing platforms preferred (WebEx, Google Meets, etc.)
• Experience with Salesforce preferred
• Exemplary customer service skills delivered through written, verbal, and video conferencing mediums
• Flexible mindset, open to change
• Must be organized and detail oriented, including the ability to operate with high energy in a fast-paced environment
• Demonstrated troubleshooting skills and the flexibility to pivot when needed
• Ability to manage a team, led by example, and build a cohesive and highly productive team
• Demonstrated success in the improvement of an operation, with measurable benefits
• Proven ability to manage multiple projects and juggle competing priorities and deadlines
• Ability to project manage key initiatives, providing milestone reporting and status updates
• Excellent interpersonal skills and the ability to build coalitions and consensus among functional leaders to achieve cross functional improvements
• Must be able to work independently, exercise good judgment, and respond quickly to a variety of business demands
• Ability to work within a 360-degree feedback environment
• Ability to work 40 hours a week during standard US business hours and additional hours on occasion
• Must be able to travel to in-person events at least once a year
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

• Access to some of the richest professional development programs.
• A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
• Access to health benefits and wellness programs for employees and families.
• The ability to work in a flexible work environment.
• Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

The first step is to apply to the role. If your experience matches our needs, you will be reached out to by a member of the HR team to set up a call to learn more about you. From there, you can expect to meet with the hiring manager and some other members of the team. We like to connect over the phone, via Zoom and sometimes, in person (when applicable)!

AAP:

Crucial Learning provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Crucial Learning complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Crucial Learning expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Crucial Learning’s employees to perform their job duties may result in discipline up to and including discharge.

If you are vision-impaired or have some other disability under the Americans with Disabilities Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Crucial Learning, please contact our Recruitment department at [e-mail] .

ADA (American with Disabilities Act) Information

• Work is performed primarily in an office setting
• Operates standard office equipment to include a computer, calculator, copier, fax, telephone