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.