Technical and Customer Support Team Manager

We are looking for an experienced Technical and Customer Support Team Manager for our busy contact center. This department is absolutely critical to our success and its leader plays a key role in our organization.

Work schedule: 4 p.m. - 10 p.m. EST on weekdays, day shift on weekends

Major tasks include:
Own and take full responsibility of this critical function
Manage a group of experienced technical support and customer service reps
Create and manage a tiered support system based on the nature of the caller
Establish and maintain industry standard SLA response times
Manage ticket system, phone / chat system and knowledge base
Establish staffing levels based on call volume
Create a knowledge base support tree that allows reps to diagnose and address problems in a consistent uniform manner
Devise a methodology to identify problem patterns in our equipment, software, and processes based on customer feedback and administer a corrective action and product improvement program based upon those results
Develop a working understanding of our equipment and software
As an active member of management, you will be expected to quickly develop expertise on the product line and company internal systems

QUALIFICATIONS:
8 years of Management experience in a high volume customer support environment
Track record for process improvement including reducing AHT, ATT and Abandoned calls
Track record for motivating team members
4 Year degree required
Measurable results driven approach to challenges
Strong, responsive and efficient communicator
Exceptional organizational and project management skills, results-driven
Demonstrated ability to work with all management levels, including partner executives
Ability to lead others and achieve results through others, assemble and lead high performance teams, and carry out responsibilities while upholding our values and ethics
Active Learner
Team Player
Extensive knowledge of call center tools to manage calls, chat, tickets and knowledge base