Technical and Support Manager
2 weeks ago
JOB SUMMARY:
The Technical and Support Manager has two primary functions, ensuring that the customer service team is performing and the management of Fitness on Demand hardware and supply chain.
ESSENTIAL JOB DUTIES:
Customer service team:
- Handles escalation/tier 1 support items.
- Oversee the value labs team. Ensure team members are onboarded, trained and managed.
- Report on the satisfaction score of the customer support team.
- Build new ways for the support team to be effective.
- Drive the online rate to 90%.
- Monitor the online rate of the FOD network.
- Report on user feedback coming from the support team.
- Maintains customer-facing Help Center.
- Manages the Zendesk ticketing platform, including ticket processes, phone trees, and macros for common issues.
- Interface with Customer Success and Sales teams to ensure smooth customer journey.
- Audit technical support tickets to identify systemic issues, trends, and customer/product experience issue patterns.
Hardware:
- Creating and tracking manual orders when requested.
- Working with the logistic vendor on outgoing shipments. Account management of A2B.
- Track inventory levels and interface with vendors to order new stock.
- Trouble shooting hardware deliver issues.
- Manage and run equipment recovery from terminated customers.
- Testing and factory resetting of returned equipment before refurbishment.
- Accessory boxes management.
COMPETENCY: Knowledge, skills and abilities
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong supervisory and leadership skills.
- Thorough understanding of technology, software, and hardware.
- Proficient with or able to quickly learn the software and applications used in the organization and the industry.
SUPERVISORY RESPONSIBILITY:
Yes
EDUCATION:
- Bachelor’s degree
- 2-5 years of support experience in a SaaS environment
- 1+ years in a support lead or Tier 2 support role
- Previous experience with Zendesk (preferred)
- Previous experience with Mobile Device Management (preferred)
-
Technical Support Representative
1 week ago
Chanhassen, Minnesota, United States Life Time> Full timeAbout Life Time Technology TeamThe Life Time Technology Team is at the forefront of evolving Life Time into a digital-centric organization, enhancing current services and creating innovative online and in-club experiences. If you excel in a dynamic setting with advanced technologies and possess a strong enthusiasm for health and wellness, we would love to...
-
Technical Operations Manager
1 week ago
Chanhassen, Minnesota, United States Lift Brands Full timeJob Summary:The Technical Operations Manager at Lift Brands has two primary functions: ensuring the customer service team is performing optimally and managing the company's Fitness on Demand hardware and supply chain.Key Responsibilities:Customer Service Team:Handles escalation and tier 1 support items, providing timely and effective solutions to customer...
-
Manager, Technical Operations
2 months ago
Chanhassen, Minnesota, United States Mediacom Communications Full timePosition: Manager, Technical Operations Who we are: Since 1995, Mediacom Communications has become a coast-to-coast presence with operations in 22 states and a team exceeding 4,000 people with the mission of bridging the digital divide between America's major cities and America's smaller regions. The services we offer-faster, more reliable internet...
-
Technical Sales Specialist
5 days ago
Chanhassen, Minnesota, United States Emerson Electric Company Full time**About the Role**We are seeking an experienced Technical Sales Professional to join our team at Emerson Electric Company. As a Technical Sales Representative, you will be responsible for driving instrumentation sales and providing technical expertise to our customers.**Key Responsibilities**Develop and execute sales strategies to drive growth and...
-
Support Services Director
2 weeks ago
Chanhassen, Minnesota, United States Lift Brands Full timeJob Summary:The Technical Operations Manager at Lift Brands will oversee the customer service team and manage the company's Fitness on Demand hardware and supply chain. This role requires a strong leader who can ensure the customer service team is performing at its best and drive business growth through effective management of technical operations.Key...
-
Technology Support Specialist
7 days ago
Chanhassen, Minnesota, United States Life Time> Full timeJob SummaryThis position provides remote technical support to employees at Life Time locations through various means. The successful candidate will be responsible for installing corporate and club end-user technology, printer and device installation, and troubleshooting.Key ResponsibilitiesInteract with IT teams and end-users to address technical...
-
IT Support Specialist
2 weeks ago
Chanhassen, Minnesota, United States Life Time> Full timeAbout Life Time Technology TeamThe Life Time Technology Team is at the forefront of revolutionizing Life Time into a digital-first organization, enhancing current experiences and developing innovative solutions both online and within our facilities. If you excel in a dynamic setting with advanced technologies and possess a genuine enthusiasm for health and...
-
Assistant Manager
3 months ago
Chanhassen, United States Coffee and Bagel Brands Full timeAt Caribou Coffee we create day-making experiences that spark a chain reaction of GOOD! This is our purpose. Our team brings this to life by focusing on what's really important around here - TEAM, GUEST, QUALITY! It's that simple. If you're ready to work somewhere you can be yourself while making an impact on your community, creating life-long relationships,...
-
Clinical Support Specialist
2 months ago
Chanhassen, United States Partners Dental Studio Full timeJob DescriptionJob DescriptionJob Summary: The Clinical Support Specialist will report directly to our Lab Clinical Director and will be instrumental in fostering a culture of learning and development. This role involves planning, designing, and coaching practices on orthodontic appliances, supporting inventory and product management, investigating errors...
-
Project Manager+ Scrum Master
4 weeks ago
Chanhassen, United States FIRSTMILE - A Meraqui Company Full timeJob description: Experience Level Required: 9-15 YearsJob Description :• Manage Digital Healthcare software/ Product development projects of different sizes, Utilizing management skills to enhance the level of service and quality of deliverables.• Hands on experience of Project Development life cycle - Perform project estimation, project planning,...
-
Project Manager+ Scrum Master
4 weeks ago
Chanhassen, United States FIRSTMILE - A Meraqui Company Full timeJob description: Experience Level Required: 9-15 YearsJob Description :• Manage Digital Healthcare software/ Product development projects of different sizes, Utilizing management skills to enhance the level of service and quality of deliverables.• Hands on experience of Project Development life cycle - Perform project estimation, project planning,...
-
Account Manager
2 weeks ago
Chanhassen, United States IWCO Direct Full timeDescription At IWCO, we spend our days in the relentless pursuit of better ideas, better creativity and better performance across all direct response marketing channels. It's about being impactful, disciplined and measurable, while enjoying the process, being a part of a supportive team and having some fun along the way. IWCO cares and plays an active role...
-
Account Manager
2 weeks ago
Chanhassen, United States IWCO Direct Full timeDescription At IWCO, we spend our days in the relentless pursuit of better ideas, better creativity and better performance across all direct response marketing channels. It's about being impactful, disciplined and measurable, while enjoying the process, being a part of a supportive team and having some fun along the way. IWCO cares and plays an active role...
-
IT Project Manager+ Scrum Master
3 weeks ago
Chanhassen, United States EVOLVE ESOLUTIONS LLC Full time $50Job DescriptionJob DescriptionProject Manager+ Scrum Master (Healthcare software/Medical Domain)Chanhassen, MNLocation Type: OnsiteDuration: 6 months+ extendableJob DescriptionManage Digital Healthcare software/ Product development projects of different sizes, utilizing management skills to enhance the level of service and quality of deliverables.Hands on...
-
Automotive Service Manager
10 hours ago
Chanhassen, Minnesota, United States Bridgestone America, Inc. Full timeJob SummaryWe are seeking a highly skilled and experienced Automotive Service Manager to join our team at Bridgestone America, Inc. As a key member of our service department, you will be responsible for managing customer relationships, supervising vehicle technicians, and ensuring high-quality service delivery.Key ResponsibilitiesAssign and schedule work...
-
Financial Support Coordinator
2 weeks ago
Chanhassen, Minnesota, United States Mediacom Communications Full timePosition: Capital Support SpecialistAbout Us: Mediacom Communications has established a significant presence across the United States since 1995, operating in 22 states with a dedicated workforce of over 4,000 individuals. Our mission is to bridge the digital divide and enhance connectivity for all Americans.Role Overview: As a Capital Support Specialist,...
-
Investment Support Specialist
2 weeks ago
Chanhassen, Minnesota, United States Mediacom Communications Full timePosition: Capital Support SpecialistAbout Us: Mediacom Communications has established a significant presence across the nation since its inception in 1995. With operations spanning 22 states and a dedicated workforce of over 4,000 professionals, our mission is to bridge the digital divide in America.Role Overview: As a Capital Support Specialist, you will...
-
Account Manager
3 months ago
Chanhassen, United States IWCO Full timeDescription At IWCO, we spend our days in the relentless pursuit of better ideas, better creativity and better performance across all direct response marketing channels. It's about being impactful, disciplined and measurable, while enjoying the process, being a part of a supportive team and having some fun along the way. IWCO cares and plays an active role...
-
Applications Support Analyst
2 weeks ago
Chanhassen, United States Insulation Distributors Inc Full timeJob Summary:The Applications Support Analyst will provide expert support for IDI's software solutions, playing a crucial role in assisting business teams and users. This role involves driving engagement, usage, and product direction, as well as creating and justifying enhancements and business requirements.Compensation: $65,000 to $91,600 Responsibilities /...
-
Senior Architectural Project Manager
2 weeks ago
Chanhassen, Minnesota, United States Life Time Fitness Full timeLife Time Architecture & Design comprises a skilled team of design experts and engineers. We collaborate with partners across Life Time to create and renovate luxurious resort-style environments for living, working, and recreation. Throughout all phases of project development and execution, our delivery teams maintain high standards of quality and...