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 self-sustaining 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 best-in-class 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 cross-departmentally
- 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 cross-departmentally 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 work-from-home 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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