Technical Customer Support Manager

Job Description

ÿLeadership:?Lead, mentor, and coach Support team members to provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channelÿ?Lead, mentor, and coach Support team members through difficult incidents and requests and communicate directly with customers and other departments if intervention is requiredÿ?Defuse customer incidents and intervene to appease unhappy customers if Support team members are unable to meet customers needs satisfactorilyÿ?Work with customers, Support, and other departments to not only solve technical and non-technical problems but also, develop, communicate, and implement workarounds for Support team members to deliver timely, consistent, and technically sound customer supportÿ?Lead global Support team members to prioritize support escalations based upon business needs and the impact on the customer and guest experienceÿ?Available and on-call to solve customer escalations if requiredÿ?Depending upon the region, coordinate Support team members schedules and shifts to ensure support coverage during the designated days and times of the weekÿ?Lead by example and ensure Support team members adhere to prescribed departmental procedures and provide support in a consistent and similar manner in handling customers? incidents and requestsÿ?Hire, train, lead, and develop an effective team of Support team members to deliver timely, consistent, and best-in-class customer supportÿ?Create policies and procedures to ensure customers receive timely, consistent, and best-in-class customer supportÿ?Monitor telephone calls, emails, chats, and any future channel queue to ensure the delivery of timely, consistent, and best-in-class customer supportÿ?Rectify staffs day-to-day performance quickly to deliver timely, consistent, and best-in-class customer supportÿ?Conduct performance reviews and provide consultation and solutions to poor performing staffÿ?Depending upon the region, approve staff leave requests, and adjust and approve timecardsÿ?Forecast and budget departmental headcountÿ?Investigate facts, get to the root cause, and use data analytics to make data-driven decisions to solve complicated technical and non-technical requests and to drive support process improvementsÿ?Ensure Support team members leverage approved internal knowledge base articles to deliver up to date service to our customersÿKPIs:ÿ?Collaborate with Support Managers to set global Support team members individual and group KPIs and drive actions and activities to ensure global Support team members achieve their individual and group KPIsÿ?Collaborate with Support Managers to benchmark and set the standard for best-in-class customer supportÿ?Achieve service levels in accordance with customer Service Level Agreements (SLAs)ÿTraining:ÿ?Own the development of the support departments competencies and training needsÿ?Assess Support team members? training needs and work with global Support Managers and the Technical Training Manager to ensure Support team members are prepared to provide timely, consistent, and best in-class customer supportÿ?Ensure Support team members pass the standardized training curriculum successfully to ensure Support team members provide support in a consistent and similar manner in handling customers? incidents and requestsÿ?Create, document, and share technical procedures and knowledge base articles for the overall development of the global Support team members? competenciesÿ?Partner with Training team members to create and update technical procedures and knowledge base articlesIndividual:?Partner with Deployment team members to enhance the deployment and delivery of software updates and fixes to customer locationsÿ?Maintain up-to-date awareness in the latest hardware and software applications and share ideas with global functional owners and Support team leaders to improve performance, reliability, and functionality of our products and servicesÿ?Responsible for self-developing skills and technical knowledge on existing and new products and features

Keyskills :