Technical Support Manager

hace 2 semanas


Colombia INDUSTRACK S.A.S A tiempo completo

About us:
IndusTrack provides a complete field management software for HVAC, Plumbing, Electrical service contractors. We have a CRM, dispatching, estimation, and invoicing software for both office and field staff. We are looking for a technical support manager. For more information, please see details below.

Roles and Responsibilities:

  • Build and develop a selfsustaining support team
  • Serve as an escalation point for customer issues
  • Create, develop, and administer processes for Technical Support.
  • Work to ensure staff understands and effectively uses processes.
  • Provide resources, channels, and guidance for the team to ensure our customers receive the highest quality Technical Support.
  • Ensure target response times are monitored and requests are processed at a time consistent with the efforts of the organization.
  • Continually monitor inbound volume across a variety of mediums to ensure staff is focused in the appropriate areas.
  • Support customer retention efforts through a focus on delivering bestinclass customer service that exceeds customer expectations.
  • Deliver reports and measurements of metrics and performance to staff and management
  • Continually work to identify gaps in technical, product, and process knowledge, and work with appropriate parties to create and deliver resources to teams
  • Create and encourage methods for facilitating knowledge transfer within the Technical Support department, as well as crossdepartmentally
  • Monitor key performance indicators for use in providing direction and feedback at both a departmental and individual level
  • Work to ensure that the regional team is acting as part of the 24/7 Global organization
  • Collaborate across Technical Support and crossdepartmentally in pursuit of departmental and company goals
  • Other duties and special projects as assigned

Qualifications:

  • Must have 5+ years of experience in Technical support management
  • Bachelor's or master's degree in a technical field
  • Prior experience working the graveyard or night shift
  • Stable Internet, with a backup ISP (prepaid wireless modems are acceptable)
  • Reading comprehension ability
  • Amenable to being assigned in a workfromhome setup
  • Conducive workspace away from distractions
  • Noise Cancelling USB headset
  • Laptop/Desktop at least i3 or its equivalent with 4GB RAM and 500MB HDD
40 hours work week, no work on Saturdays

Type contract:
independent contractor

Tipo de puesto:
Tiempo completo, Freelance
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