Technical Support Manager

2 days ago


Dayton, New Jersey, United States LHH Recruitment Solutions Full time
Job Title: Technical Support Manager - Call Center

We are seeking a highly skilled Technical Support Manager to lead our call center team in the Dayton, NJ area. As a Technical Support Manager, you will be responsible for overseeing technical call center operations, ensuring customer issues are resolved in a timely manner, and collaborating with various departments to facilitate in managing the call center and tech support initiatives.

Key Responsibilities:

  • Lead a team of technical support agents and direct work in collaboration with the call center operations lead to oversee case management, escalations, and resource allocation.
  • Define KPIs and goals for the team and foster a collaborative work environment that is focused on customer service, goals, and objectives.
  • Create, develop, and implement trainings, coaching's, and performance evaluations.
  • Monitor call queue to ensure timely response to customer calls and issues.
  • Serve as a subject matter expert on products, product features, and troubleshooting.
  • Assist team with complex technical issues and work collaboratively to provide direction for resolution strategies.
  • Track, report upon, and identify areas of improvement for customer service.
  • Identify and analyze data trends and opportunities for improvement.

Requirements:

  • Bachelor's degree in a technical field and/or engineering such as electromechanical.
  • Minimum of five years of relevant experience in a technical management, call center setting with customer resolution.
  • Product and technical management customer service experience.
  • Technical experience with electromechanical products.
  • Proven service excellence.
  • IT ticket/trouble ticket management and resolution - must be able to provide specific examples.
  • Excellent written and oral communication skills.
  • Proven experience in KPI reporting of call center statistical data.
  • Experience in Salesforce and SAP.
  • Experience with call center phone systems.
  • Proficiency in Microsoft Excel and competence in other Microsoft Office 365 applications or related programs.
  • Effective promoter of positive culture and relationships utilizing clear and positive communication across the board.
  • Highly detail-oriented.
  • Expert in time management, capable of working under pressure as well as meeting deadlines.
  • Excellent verbal and written communication skills.
  • Oversee task prioritization and delegation when necessary.

This is a direct hire role with a salary range of $105,000 to $115,000 and benefits may include medical, dental, vision, 401k+match, and PTO. If you are a motivated and experienced Technical Support Manager looking for a new challenge, please apply today



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