Technical Support Manager for a Software Company

3 months ago

Orlando, United States Aspire Technologies Inc Full time
Job DescriptionJob DescriptionSalary:

Do you thrive on building high-performing teams and ensuring customer success? Are you passionate about helping businesses streamline their processes? If so, then we want to hear from you


About QuoteWerks

QuoteWerks is a leading provider of sales quoting software, empowering businesses worldwide to create professional, efficient, and winning quotes. We are a growing and dynamic company with a strong commitment to customer satisfaction.


The Role

As the Technical Support Manager, you will play a critical role in leading our exceptional technical support team. You will be responsible for overseeing all aspects of technical support, ensuring our valued QuoteWerks users receive prompt, accurate, and exceptional support.


Responsibilities

  • Lead and manage a team of technical support specialists, including hiring, onboarding, coaching, and performance management.
  • Develop and implement effective support strategies, policies, and procedures to deliver world-class customer service.
  • Analyze support metrics (e.g., resolution rates, first contact resolution - KPIs) to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
  • Collaborate closely with the product development team to ensure a seamless user experience. Work together to identify and resolve complex technical issues, finding timely solutions for QuoteWerks users.
  • Champion the QuoteWerks knowledge base, ensuring it remains comprehensive, up-to-date, and empowers both internal and external users.
  • Stay abreast of the latest QuoteWerks features and industry trends, ensuring your team possesses the necessary expertise to provide exceptional support.
  • Proactively identify opportunities to improve customer self-service options and troubleshoot common QuoteWerks issues.
  • Foster a positive, collaborative, and solution-oriented work environment within the technical support team.


Qualifications

  • Minimum 5+ years of experience in technical support, with at least 2 years in a leadership role.
  • Proven track record of successfully managing and motivating a technical support team.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical and data-driven decision-making abilities.
  • Ability to prioritize tasks effectively and manage multiple projects simultaneously in a fast-paced environment.


What are we offering?

  • Competitive Salary
  • Medical/Dental benefits
  • Bonus Structure
  • Great working environment


Only local candidates need apply. The position is in Orlando, FL. Telecommuting/WFH is not an option. We work in a highly organic and dynamic environment collaborating with our co-workers requiring us to be in the same office.


Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.

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