Technical and Support Manager

2 weeks ago


Chanhassen, United States Lift Brands Full time

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)


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