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Senior Manager of Technical Support
Updated on 3/24/2023
Remote • United States
Experience Level
  • 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
  • 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