New Job Opportunity: Technical Support Manager – 6939

New Job Opportunity: Technical Support Manager – Boston, MA

Contact: Gene Gross     Ref: 6939

Responsibilities include:

  • Manage and lead the department, providing excellent customer support and assuring productivity
  • Provide information that helps us to enhance our products and customer support
  • Provide excellent technical support to customers, via phone, email or chat
  • Motivating and developing your team to deliver the best possible issue resolutions to customers in the least amount of time.
  • Managing customer escalations to ensure positive resolution.
  • Develop and analyze reporting data to make informed decisions and recommendation about staffing, shift scheduling, support documentation, and product improvements
  • Manage scheduling of staff including shifts and breaks
  • Test some customer issues in the lab and provide feedback to Engineering
  • Make sure our support site provides excellent answers to frequently asked questions
  • Develop expert product knowledge through training, documentation, and hands on customer case experience.
  • Collaborate with the team to create process improvements and enhance overall customer satisfaction.

Qualifications:

  • A bachelor’s degree in an applicable field desirable but may be substituted for experience.
  • Knowledge of personal computers and Internet access products
  • 3 to 5 years of excellent customer service, preferably with at least 2 years in a manager role
  • Ability to manage, lead and develop a team of customer-facing staff
  • Possess problem solving, troubleshooting and excellent written and verbal communication skills
  • Desire to learn new technologies and products
  • Understanding of TCP/IP networking, routing and Wi-Fi technologies desirable
  • Bi-lingual in English and Spanish desirable

Compensation: Based on Experience