Senior Manager of Technical Support

Updated on 3/24/2023

Locations

Remote • United States

Experience Level

Entry

Junior

Mid

Senior

Expert

Requirements

Bachelor's Degree from an accredited school in Business, Engineering or related
Experience leading teams in a technical support environment
Strong ability to understand technical issues at a sufficiently deep level to identify
Excellent decision making and creative problem-solving skills
Demonstrated ability to drive process improvement initiatives and coordinate local
Strong business analysis skills, with the ability to probe, analyze, and interpret
10% travel may be required

Responsibilities

This role will primarily involve ensuring the team quickly and efficiently responds to contractors' inquiries regarding the installation, testing and provisioning of technology. Provides support to contractors during the installation process, including troubleshooting
Ensures the team responds swiftly and professionally to customers' inbound technical support issues, via telephone, SMS, email, and support ticketing system (Zoho Desk), and that all issues are documented and resolved efficiently. This often requires a service tech to be dispatched to the site for diagnosing and repair
Serves as the primary escalation point for external/internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely and satisfactory manner
Defines support processes and procedures and in-depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action
Partners across internal teams to vet and onboard new energy saving technologies
Manages and maintains the company's online support systems, including ticketing, Knowledgebase articles and support documentation. A critical eye for detail is imperative, as is a detailed and methodical approach to documentation
Plans and monitors appropriate staffing levels and utilization of labor, including overtime, and allocation of resources
Trains, mentors, and coaches team members to further develop competencies
Prepares and delivers performance appraisal for staff
This role requires that you make yourself available on weekends and after business

Desired Qualifications

7+ years of related experience with a least five years in a management role

Saving the World! Help Wanted…

Budderfly is a fast-growth, private equity-backed energy management outsourcing company that is committed to reducing global carbon emissions for small to medium sized enterprises. We are the premier sustainability partner for businesses with repeatable footprints such as restaurant chains, assisted living facilities, retail franchises, and more. With zero upfront investment, Budderfly installs, monitors, and manages a combination of patented technologies, equipment upgrades, and proprietary energy software to help deliver complete energy saving solutions for our customers.

Ranked #2 in energy companies and #10 overall on the 2021 Inc. 5000 America’s Fastest-Growing Private Companies list.

We are an energetic and dedicated team working together to make a positive impact on the environment while providing an excellent customer experience. We are growing quickly and looking to add talented people who are passionate about making the world a better place!

Why this Role is Important:
The Sr. Manager of Technical Support will oversee the technical support and maintenance
operations and functions in the organization. They will own first site visit resolution and
customer satisfaction.

Responsibilities:
• This role will primarily involve ensuring the team quickly and efficiently responds to
contractors’ inquiries regarding the installation, testing and provisioning of
technology. Provides support to contractors during the installation process,
including troubleshooting.
• Ensures the team responds swiftly and professionally to customers’ inbound
technical support issues, via telephone, SMS, email, and support ticketing system
(Zoho Desk), and that all issues are documented and resolved efficiently. This often
requires a service tech to be dispatched to the site for diagnosing and repair.
• Serves as the primary escalation point for external/internal customers regarding
issues, coordinating across all internal teams to ensure issue resolution is
completed in a timely and satisfactory manner.
• Defines support processes and procedures and in-depth reporting and analysis of
the reported technical issues, along with root cause analysis leading to
recommended remedial action.
• Partners across internal teams to vet and onboard new energy saving technologies.
• Manages and maintains the company’s online support systems, including ticketing,
Knowledgebase articles and support documentation. A critical eye for detail is
imperative, as is a detailed and methodical approach to documentation.
• Plans and monitors appropriate staffing levels and utilization of labor, including
overtime, and allocation of resources.
• Trains, mentors, and coaches team members to further develop competencies.
• Prepares and delivers performance appraisal for staff.

Desired Skills and Experience:
• 7+ years of related experience with a least five years in a management role
preferred.
• Bachelor’s Degree from an accredited school in Business, Engineering or related
field required.
• Experience leading teams in a technical support environment
• Strong ability to understand technical issues at a sufficiently deep level to identify
process gaps
• Excellent decision making and creative problem-solving skills
• Demonstrated ability to drive process improvement initiatives and coordinate local
and global resources
• Strong business analysis skills, with the ability to probe, analyze, and interpret
issues and information
• This role requires that you make yourself available on weekends and after business
hours to support customer escalations or to assist staff with complex, urgent issues
that may arise.
• 10% travel may be required.

What We Offer:

Career advancement opportunities in a fast-growing, supportive company environment
Competitive pay
Full benefits package including medical, dental, vison, 401K, life insurance, and disability insurance
Opportunity to work as part of a team that values its members and works together to achieve positive change.

Budderfly is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status, and to affirmatively seek to advance the principles of equal employment opportunity.

We welcome all job seekers, including those with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career web page as a result of your disability.