Job Description
Title: Technical Support Manager
Location: Tempe, AZ (full-time hybrid position)
Your role:
- Oversee and manage support staff across Levels 1, 2, and 3.
- Create and maintain the support team’s schedule.
- Regularly update and enforce support and security protocols.
- Monitor support agents' performance, ensuring adherence to SLAs.
- Introduce new software and technologies to enhance client support services.
- Ensure that the support team receives necessary training.
- Provide guidance and assistance for complex issues and inquiries.
- Escalate and coordinate support needs with other departments (e.g., Product, Professional Services) as required.
- Guarantee that both external and internal clients receive top-tier support.
What you’ve got:
- Strong collaboration skills and great communication.
- Self-motivated with the ability to work independently and proactively address business needs.
- Experience in customer service and support environments.
- 5+ years of experience in a technology-related role.
- Bachelor's degree or equivalent experience.
- Proven experience managing a software support team.
- Comprehensive understanding of various support channels.
- Previous experience with helpdesk software, preferably Freshdesk.
- Strong analytical skills, particularly in root-cause analysis and metrics-driven performance improvement.
- Excellent reporting, communication, and presentation skills.
- Ability to lead meetings and discussions involving stakeholders at all levels.
Preferred Experience:
- Familiarity with SQL queries and scripting languages.
- Experience as a Freshdesk administrator.
- Knowledge of PII and HIPAA regulations.
- Experience with Office365.
To find more great tech-centric jobs, please visit www.phoenixstaff.com.