Technical Support Services Manager

Rosemont, United States
Posted February 01
Full-time
If you are interested in this opportunity, please email your resume to nina@thesmartdept.com.

This Manager of our Technical Support Services Team will advance our Client Success by growing, developing, and leading the team of technology specialists. Together, the team drives a great experience with our clients, from onboarding through reactive support needs and even proactive client projects. The Manager of this team will accelerate our capabilities and drive further client success.

Responsibilities include:

Optimize the overall ticketing support engine
Lead and coach teammates to properly manage technical platform issues
Further define and optimize our client onboarding experience
Ability to interface with both Account Managers and Development teams seamlessly
Partner with development team and product team to help resolve the platform issues and implement platform enhancements
Responsible for platform messaging (internal & external)
Participate in client meetings to bring technical clarity to platform challenges and present software updates
Proactively manage team to achieve KPIs and client SLAs
Provide coaching and mentoring, and implement training, to grow teammate skills

Experience
5+ years performing technology services for a SaaS or Cloud-based platform
2+ years managing and leading a technical support team
Knowledge and experience with industry ticketing platforms and related strategies
Strong background in a dynamic, problem solving, customer service environment
Experience running meetings and/or webinars (i.e. GoToMeeting, WebEx, etc.)

Management and Leadership Skills
Ability to hire, train, coach and mentor teammates
Poise and maturity to manage various client scenarios
A true team player who can build strong relationships across all functions
Ability to build, measure and manage KPIs and SLAs that achieve business goals

Technical Skills
SEO and broader marketing knowledge
Ability understand complex technical concepts, and then train internal and external clients.
Previous experience with Omniture, Google Analytics, DART or other analytics software
Advanced Excel and other tools skills, with a strong ability to manipulate big data

Personal
Outstanding verbal and written communication skills
Ability to articulate technical issues to both team and executive level management
Ability to work in a fast-paced environment with multiple projects under tight deadlines
A true desire to build something, and to be part of a growing team
Energetic, fun, and a willingness to do what it takes


If you are interested in this opportunity, please email your resume to nina@thesmartdept.com.