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Technical Support Manager
2 months ago
The Technical Support Manager will oversee a team of Technical Support Consultants, ensuring the effective resolution of customer issues and promoting high utilization of Transfr apps.
This role is responsible for guiding the team in providing exceptional customer service by acting as advocates, problem solvers, and product experts.
The Team Lead will identify opportunities to streamline processes, improve operational strategies, and enhance team performance.
In addition, this role will manage Salesforce case workflows, liaise with cross-functional teams, and occasionally provide hands-on support to resolve technical issues and communicate updates to customers.
Key Responsibilities:- Oversee a team of Technical Support Consultants who work directly with customers to triage and resolve issues, provide product usability assistance to support high customer utilization and satisfaction.
- Effectively support the team mission: to be the customer's advocate, problem solver, information provider, and help make it easy to use Transfr apps; which promotes utilization and ultimately renewals.
- Continually identify process opportunities, operational strategies, and manage team performance to maximize the customer experience by making the support interaction easy and informative; minimize the effort to resolve.
- Become a product subject matter expert with the ability to be hands-on to direct the team and also assist customers directly from time to time to troubleshoot issues, identify the optimal resolution, and clearly communicate updates to customers and other stakeholders on developments and fixes throughout the process.
- Act as a liaison between Customers, Customer Success, Sales, Engineering, and Product teams to effectively manage the resolution of technical issues and help shape the product roadmap.
- Manage and report daily on the workflow of Salesforce Cases by channel (voice, email, chat, webform) and associated service level targets.
- 4-6 years of proven experience providing customer / technical support leadership or similar related role - excellent coaching and development skills.
- Strong experience managing performance metrics, continuous improvement, and process excellence.
- Strong ability to build organizational relationships and foster open communication; to effectively partner and collaborate with cross-functional teams.
- Ability to work independently, establish priorities, demonstrate good judgment skills, and navigate in a dynamic and fast-paced environment with competing priorities.
- Strong analytical, critical thinking, and problem-solving skills.
- Technically adaptive, ability to learn new solutions, features / functionality, and communicate those in an easy-to-understand, value-added manner.
- Experience with CRM and case management platforms (Salesforce, Jira, etc.).
- Experience with WiFi network configuration (security solutions / certificates) and the ability to troubleshoot with customers is preferred.
- Experience with telephony (voice), chat, and knowledge base platforms is a plus.
- Experience utilizing and troubleshooting virtual reality software and/or hardware is a plus.
The base salary range for this position is expected to be between $105K and $115K, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate's credentials, relevant experience, and primary job location.
In addition to salary, this role will be eligible for additional company benefits such as stock options, 401(k), paid vacation and sick time, and medical/dental/vision insurance.
About Us:At Transfr, we're on a mission to help create pathways to career success. We believe that everyone deserves access to quality education and training, and we're committed to making that a reality.
We're a team of innovators, educators, and technologists who are passionate about using technology to make learning more intuitive and accessible.
We're looking for talented individuals who share our vision and are excited about the opportunity to join our team and help us make a difference in the lives of others.
Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Must be authorized to work in the United States without restriction.
