Remote Technical Support Manager Job in NAMER CompuGain

Who you are

• CompTIA Network+ Certification
• Strong working knowledge of Windows 8, 10, and Server OS (2008, 2012, 2019)
• Domain DNS management expertise, including a high degree of knowledge configuring A, CNAME, MX, TXT, and other DNS records as needed
• Experience working with Zendesk, Jira, Twilio, Sendgrid, Cloudflare
• 3+ years of relevant experience leading Technical Support teams
• Ability to begin work online by 7am CST / 8am EST
• Excellent communication skills
• Strong problem solving and analytical skills to investigate and resolve technical escalations

What the job involves

• Oversee day-to-day operations and directly supervise the Technical Support team
• Assist with prioritizing escalations, managing communication with Product, quality assurance on Technical Support interactions with RevenueWell employees & customers, and coaching team members to ensure performance meets expectations
• Influence an increase in customer satisfaction by ensuring excellent support, communication, and follow through from the Technical Support team
• Serve as the point of contact for Engineering to ensure follow through and expectations are clearly communicated and work closely with other departments to facilitate a resolution and communication on active technical escalations
• Maintain documentation to provide training materials for the team
• Manage the Technical Support feedback loop to wider Customer Experience department on resolved and in progress issues