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Technical Support Manager

Skills
Analytical SkillsCustomer ExperienceCustomer SatisfactionDNS ManagementOperating SystemsTechnical SupportWindows 8
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 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

Day to day

  • 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