Customer Support Manager
1 month ago
Ziosk is a leading provider of innovative solutions for the restaurant industry, and we are seeking an experienced Manager of Customer Support to join our team.
Job Summary:We are looking for a highly skilled and technical individual to lead our customer support and implementation team. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to manage a team of support technicians and implementation engineers.
Responsibilities:- Manage all day-to-day support, implementation, and operations activities for Ziosk customer locations and internal infrastructure
- Lead issue management for high severity issues, including taking support escalations when needed
- Lead a team of support technicians and implementation engineers
- Communicate incident status to senior leadership team
- Manage support ticket and phone queues
- Create and maintain team schedules
- Resolve customer conflict and handle customer escalations
- Coordinate with internal teams to root cause customer issues
- Update status reports and metrics for all support activities
- Participate in management on call rotation as needed
- Train new team members and provide continual employee development through 1:1 feedback
- Work with IT team to define required system monitors and thresholds
- Create and maintain KB articles
- Set and maintain all customer support & implementation procedures and policies
- 3+ years managing a Server Side support team
- 3+ years working as a support / IT engineer
- Strong knowledge of Point-of-Sale, Network, & Windows Server technologies
- Understanding of Android, Cloud, and AI technologies a plus
- Experience managing and reporting on all aspects of technical support
- Strong written and verbal communication skills
- Effective time management
Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute daily to North Dallas. Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa currently. No agencies or third-party recruiters, please.
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