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Technical Support Manager – Call Center

2 months ago

South Brunswick Township, United States LHH Full time

Technical Support Manager – Call Center


NOT AN IT ROLE – PLEASE READ JOB DESCRIPTION


LHH Recruitment Solutions has a Technical Support Manager – Call Center opening for our client in the Dayton, NJ area. This direct hire role allows you to collaborate with numerous departments to facilitate in managing the call center and tech support initiatives. This direct hire role allows you to oversee technical call center operations ensuring customer issues resolution in a timely manner and candidates will have a background in home automation, security systems, etc.

This hybrid position requires a bachelor’s degree preferably in a technical or electromechanical field and a minimum 5-year technical support management experience. Ideal candidates will have extensive experience in call center technical management as well as a proven track record of understanding and utilization of Salesforce and SAP. Additionally, successful candidates will have experience in call center statistics, IT tickets, and be able to provide specific examples of technical case management.


Salary range: $105,000 to $115,000.


Responsibilities:

  1. You will lead a team of technical support agents, direct work in collaboration with the call center operations lead overseeing case management, escalations, and resources allocation.
  2. You will be responsible to define KPIs and goals for the team.
  3. Foster a collaborative work environment that is focused on customer service, goals and objectives.
  4. Create, develop and implement trainings, coaching’s and performance evaluations.
  5. Monitor call queue to ensure timely response to customer calls and issues.
  6. Serve as a subject matter expert on products, products features, as well as troubleshooting.
  7. Assist team with complex technical issues and work collaboratively to provide direction for resolution strategies.
  8. Track, report upon, and identify areas of improvement for customer service.
  9. Identify and analyze data trends and opportunities for improvement.


Required Qualifications:

  1. Bachelor’s degree (B.S.) in technical field and/or engineering such as electromechanical.
  2. Minimum of five years of relevant experience in a technical management, call center setting with customer resolution.
  3. Product and technical management customer service experience.
  4. Technical experience with electromechanical products,
  5. Proven service excellence.
  6. IT ticket/trouble ticket management and resolution – must be able to provide specific examples.
  7. Excellent written and oral communication skills.
  8. Proven experience in KPI reporting of call center statistical data.
  9. Experience in Salesforce and SAP.
  10. Experience with call center phone systems.
  11. Proficiency in Microsoft Excel and competence in other Microsoft Office 365 applications or related programs.
  12. Effective promoter of positive culture and relationships utilizing clear and positive communication across the board.
  13. Highly detail oriented.
  14. Expert in time management, capable of working under pressure as well as meeting deadlines.
  15. Excellent verbal and written communication skills.
  16. Oversee task prioritization and delegation when necessary.
  17. Be able and willing to travel up to 20%.


This posting is a representative sample of the types of roles we typically place with our clients. Depending on the specific client, location, and role, the salary range is estimated to be $105,000 to $115,000 and benefits may include medical, dental, vision, 401k+match and PTO.