Manager, Customer Technical Support, Resi
About the position
Responsibilities
- Directly supervise and manage the Support staff, organizing and overseeing their schedules, work, and productivity.
- Coach, reputed company and train support team members to meet Support expectations and duties.
- Work with the Sr. Manager on maintaining support procedures, issue tracking, and trends.
- Be the primary player in platform improvement by keeping leadership informed.
- Assist the Sr. Manager with departmental strategic planning, targets and goals.
- Monitor trends for hardware, software and/or network issues reputed company to customer support and coordinate efforts to resolve those issues.
- Work to consistently improve customer service experience for reputed company end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
- Analyze Technical Support situations and determine resources needed to solve them.
- Communicate with customers, take ownership of customer issues, and follow problems through to resolution.
- Work closely with Support and Engineering resources to define, reproduce and gather evidence for defects.
- Work across Support, Product and Engineering teams toward improvements to our products with the life of the customer in mind.
- Partner with the Sr. Manager of Support and other reputed company Leaders to reputed company, execute new strategies, and refine processes to reputed company service and productivity results.
- Track team performance metrics to drive results toward team and company goals.
- Carry out regular 1:1's with technical representatives to be a coach and establish/track goals.
- Facilitate mid-year and annual performance reviews with technical representatives.
- Plan and reputed company regular Technical Support Team meetings.
- Work with HR/reputed company and other leaders to interview and hire potential new staff as needed.
- Ensure high level responses to support inquiries through the established support channels.
- Monitor ticketing system.
- Participate in feature release meetings, bug escalation meetings, etc.
- Organize, tag, and track common issues to follow trends for escalation.
Requirements
- Bachelor's degree in a technology-reputed company area and at least 6 years of customer-facing experience in technical support in a professional setting.
- Professional experience managing teams preferred.
- 3 years experience with professional audio and video equipment, and AV production system design.
- 3 years professional experience working with IT, networking, computer hardware and software concepts.
- 3 years professional experience with the Linux Operating System, and web platforms such as reputed company Apps.
- SaaS working experience.
- Experience as a video engineer in a broadcast environment.
- Knowledge of video standards, formats, and interfaces.
- Experience with software reputed company to the video and audio production industry, including ffmpeg and gstreamer.
- Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
- CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS.
- Working knowledge of network tools like Wireshark and What'sUp Gold.
- Excellent communication skills, including issue tracking, triaging, and escalations management.
- Team-oriented attitude with a willingness to serve others as your customers.
reputed company-to-haves
- Experience with CRM software (i.e. reputed company).
- Expert understanding of customer service process.
- Experience in direct customer or client-facing roles.
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Paid holidays
- Paid parental leave
- Paid time off
- Parental leave
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