Job Title: Technical Support Manager
This is a key leadership role that focuses on exceptional customer experiences and driving business growth.
About the Role:
* We are seeking a highly motivated Technical Support Manager to lead a team of front-line support engineers.
Key Responsibilities:
1. Lead a high-performing technical support team, focusing on customer satisfaction, skills development, productivity, resource scheduling, employee morale, and team motivation.
2. Develop, track, monitor, and analyze key customer support metrics to manage the team effectively.
3. Manage escalation of customer issues, working closely with customers and internal teams for resolution.
4. Ensure that necessary processes and policies are in place and adhered to in effort to meet service level agreements and customer satisfaction goals.
Requirements:
* Bachelor's degree in business or related field required.
* Minimum 8 years of experience in customer support management in the high-technology industry.
* Strong understanding of support processes and methodologies, including how to interpret support KPIs and metrics.
* Knowledge/experience utilizing Salesforce.com or similar Sales CRM-like tool.
* Strong understanding of routing, switching (layer 2/layer3), traffic monitoring/spanning: 802.1Q VLAN, VPN, LAN, WAN, WLAN.