Manager of Technical Support

3 weeks ago


Commack, United States IntelliShift Full time

We're IntelliShift, a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology. IntelliShift is the fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. IntelliShift provides these customers with a level of insight they’ve never had before to improve safety, establish next generation operational efficiency, and make intelligent decisions every day.

The Manager of Technical Support (MTS) is a key member of the Customer Experience team. The ideal candidate will be a IntelliShift solutions expert that can manage the Technical Support team, which is comprised of Tier I and Tier II Technical Support representatives. This position requires strong customer facing and interpersonal skills to manage the activities as outlined and to ensure we continue delivering exceptional value to our customers.

The MTS is expected to own and deliver on team performance targets, metrics, onboarding of new employees, as well as the customer base. As necessary, the MTS will manage customer escalations, meeting timeline and/or commitments made, and manage all aspects of the inbound customer support center. The Manger of Technical Support primary function will be to manage the daily operations of their designated team.

Requirements

What you will do:

  • Supervision of the IntelliShift customer support team:
    • Become an expert on our industries and IntelliShift solutions.
    • Take ownership of unresolved technical issues and liaise necessary teams to solve and/or develop solutions.
    • Define levels of support for the primary product lines and training requirements for each level.
    • Manage staffing levels to meet hours of operation as assigned, to provide coverage required coverage. In addition, setup procedures and staff to manage a 24 x 7 x 365 on call program in place which has on-call staff, with procedures for escalation.
    • Delivery of Team metrics, including call and case volumes, and any necessary risk mitigation strategies.
    • Effectively manage all resource planning.
    • Facilitate business and/or team update communications through regularly occurring meetings, 1:1s or team meetings.
    • Provide oversight and insight throughout the customer lifecycle including all internal & customer deliverables.
    • Work closely with the Director of Product to develop and ensure consistency and accuracy of the team in following the IntelliShift support processes.
    • Manage the performance of the Technical Support team and individual performance, provide frequent and thoughtful feedback.
    • Mentor and motivate.
    • Responsible for training and coaching and development of new and existing team members.
    • Responsible for hiring and retention.
    • Confront internal issues openly and quickly.
    • Provide feedback to leadership in the areas of performance management, promotional opportunities, and employee matters.
    • Increase intimacy through communications across peer organizations (Sales, Marketing, Operations, CX).
    • Develop and collaborate with leadership on best practices and ways to improve the team’s performance including communication processes, methodologies, standard operating procedures, tools & solutions, and in the development of repeatable processes that scale across the business.
    • Collaborate with customers and partners to develop resolutions to identified challenges using IntelliShift offerings to accomplish their operational objectives.
    • Manage escalated customer/departmental matters.
    • Request enhancements for internal systems as warranted.
    • Ensure quality service to our internal and external customers.
    • Ensure KPIs are achieved (answer rates, responsiveness, resolution).
  • Collaborate with the Training lead to create curriculum, document, and deliver clear, complete technical training, virtually and in–person, to include all product maintenance requirements.
  • Voice of the Customer - provide and track through to completion all solution feedback (customer requirements, product shortcomings, enhancements, etc.) to Operations.
  • Continue to evolve customer service within the organization, developing and executing on strategies that maintain a culture of continuous improvement in service and performance.
  • Instill a strong sense of customer focus, professionalism, and Customer branding throughout the team.
  • Monitor for trends on support and training issues: equipment failures, faulty bridges, firmware issues, typical installer issues, and software bugs. Itemize, prioritize, and advise T3, Operations.


  • Commack, New York, United States IntelliShift Full time

    About the RoleWe're seeking an experienced professional to lead our Technical Support team at IntelliShift. As the Director of Technical Operations, you'll be responsible for managing the daily operations of your designated team and driving continuous improvement in service and performance.This is a great opportunity to join a rapidly growing company and...


  • Commack, New York, United States IntelliShift Full time

    Client Management Professional - Fleet Intelligence PlatformAt IntelliShift, we are seeking a skilled Client Management Professional to join our team and contribute to the growth and success of our clients. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our clients, identifying...


  • Commack, New York, United States Fresenius Medical Care Holdings, Inc. Full time

    Job SummaryWe are seeking a Clinical Support Specialist to join our team at Fresenius Medical Care Holdings, Inc. The successful candidate will provide clinical support to our medical staff, ensuring the smooth operation of our facilities.The ideal candidate will have a minimum of 1-2 years of related experience and possess strong organizational skills,...


  • Commack, United States IntelliShift Full time

    We're IntelliShift, a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology. IntelliShift is a fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one...


  • Commack, United States Whole Foods Market IP, L.P. Full time

    Job Description At Whole Foods Market, we are working to nourish people and the planet. In this role, you will support the Team Leader in leading and executing the Customer Service & E-Commerce programs; this means you are responsible for the checkout experience and grocery delivery & pickup at your assigned store. You will focus on driving safety, quality...


  • Commack, New York, United States IntelliShift Full time

    We're seeking a service-minded professional to drive business growth and customer success as our Strategic Account Growth Manager.OverviewAt IntelliShift, we're dedicated to delivering exceptional experiences for our customers. As our Strategic Account Growth Manager, you'll play a critical role in driving business growth and customer success by developing...


  • Commack, New York, United States METRO PHYSICAL & AQUATIC THERAPY Full time

    About Metro Physical & Aquatic TherapyAt Metro Physical & Aquatic Therapy, we are committed to providing high-quality care to our patients. Our multidisciplinary team of professionals works together to deliver comprehensive physical therapy services in a supportive and innovative environment.Job SummaryWe are seeking a motivated and compassionate Physical...


  • Commack, New York, United States Fresenius Medical Care Holdings, Inc. Full time

    Job DescriptionWe are seeking a highly skilled Administrative Assistant to join our team at Fresenius Medical Care Holdings, Inc. The successful candidate will provide administrative support to our medical staff, ensuring the smooth operation of our facilities.The ideal candidate will have a minimum of 1-2 years of related experience and possess strong...

  • Systems Engineer

    4 weeks ago


    Commack, United States Intellishift Full time

    Position Overview:IntelliShift is seeking a proactive and detail-oriented Business Systems Engineer to manage and integrate various technologies with a focus on Microsoft 365, Azure, Salesforce, Information Technology Support, and other business systems used by IntelliShift. This is an exciting opportunity for a candidate looking to combine business systems...


  • Commack, New York, United States EnerSys Corporation Full time

    About the Role:We are seeking a highly experienced Senior Mechanical Engineer to lead our battery systems development activities. As a key member of our team, you will be responsible for designing and developing advanced energy storage-based systems, collaborating with cross-functional teams, and ensuring compliance with industry standards and regulations....


  • Commack, New York, United States Brian Bezack DO PLLC Full time

    Job Title: Pediatric Pulmonary Medical Support AssociateWe are seeking a highly skilled and experienced Medical Support Associate to join our busy Pediatric Pulmonary practice. This is an excellent opportunity for a motivated individual who enjoys working in a fast-paced environment and providing top-notch patient care.The ideal candidate will have...


  • Commack, New York, United States Brian Bezack DO PLLC Full time

    Front Desk PositionWe are looking for a highly organized and detail-focused individual to join our team as a Front Desk Professional at Brian Bezack DO PLLC. In this part-time role, you will be responsible for managing front desk operations, interacting with patients, and supporting the clinical team.Responsibilities:Welcoming patients, checking them in, and...

  • Retail Supervisor

    1 month ago


    Commack, New York, United States Whole Foods Market IP, L.P. Full time

    Join the Whole Foods Market team and take your career to new heights as a Retail Supervisor. With a competitive salary of $19.50-$24.50 per hour, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.About the RoleWe're seeking an experienced retail professional to lead our Store Support Team. As a key member of...


  • Commack, United States Prato 850 Full time $50,000 - $55,000

    Prato 850 is an extremely busy and vibrant indoor and outdoor bar/restaurant and we are seeking a fun, yet dutiful FOH manager. We are the best party around and want nothing but the most energetic, personable and hospitality-minded manager there is.Necessary Soft Skills and Personality Traits:HospitableHonesty, Transparency & IntegrityHigh...


  • Commack, New York, United States EverStaff Full time

    EverStaff is seeking a detail-oriented and friendly Part-Time Office Assistant to join our fast-paced medical practice in Commack, NY. The ideal candidate will have excellent organizational skills, strong communication abilities, and the ability to multitask efficiently.ResponsibilitiesCustomer Service: Answer incoming calls and deliver exceptional customer...

  • Restaurant Managers

    5 days ago


    Commack, United States Gecko Hospitality - NY Full time

    Job DescriptionJob DescriptionRestaurant ManagerCasual Dining – Career AdvancementWe are looking for a Restaurant Manager with exceptional customer service skills who knows what true hospitality means!! If you’re looking to build a long-lasting career with a company who prides itself on great benefits packages, promotion from within (30% annually) and...

  • Office Manager

    2 months ago


    Commack, United States Catholic Health Service Full time

    Overview: St. Catherine of Siena Hospital is a proud member of Catholic Health and has served the residents of the Smithtown area for more than 50 years. The campus is comprised of a 296-bed not-for-profit community hospital; a 240-bed nursing and rehabilitation care center; and a 60,000 square foot medical office building. Our nurses, physicians and support...

  • Restaurant Manager

    1 month ago


    Commack, United States Gecko Hospitality - NY Full time

    Job DescriptionJob DescriptionRestaurant ManagerLocation: Commack, NYPosition Summary:We are seeking a dedicated and experienced Restaurant Manager to lead the operations of a high-volume, casual dining restaurant. The ideal candidate will ensure exceptional guest experiences, manage daily operations, and motivate a dynamic team to achieve business goals....


  • Commack, New York, United States EnerSys Full time

    Join a dynamic team of professionals dedicated to delivering innovative energy solutions. As a Technical Engineering Support specialist, you will play a pivotal role in driving sales success and customer satisfaction.About the PositionThis key role involves supporting the sales team in delivering technical expertise, addressing customer inquiries, and...


  • Commack, New York, United States IntelliShift Full time

    At IntelliShift, we are seeking a seasoned professional to join our team as an Account Manager. With 20 years of expertise in fleet management technology, IntelliShift is the go-to platform for safety and operations teams across various industries.We empower businesses to make data-driven decisions by providing them with unparalleled insights into their...