Advanced Technical Support Specialist
1 week ago
About You:
We are looking for a motivated and results-driven individual to join our team as a Senior Customer Service Manager. If you have a passion for delivering exceptional customer experiences and are eager to take on new challenges, we would love to hear from you.
You will be responsible for leading our North American support team and driving business growth and improvement through your expertise and leadership skills. In this role, you will have the opportunity to develop and implement effective strategies to improve customer satisfaction and loyalty, while also identifying areas for process improvement and implementing changes to drive efficiency and effectiveness.
Responsibilities include:
- Oversight of daily operations for the North American Tier 2 Support Team
- Mentoring, coaching, and training team members to ensure high performance
- Onboarding new hires and providing continuous development
- Establishing, monitoring, and reporting on team KPIs and performance metrics
- Analyzing customer issues, identifying trends, and recommending improvements
- Reviewing and enhancing technical support processes and documentation
- Developing customer self-service materials and tools for troubleshooting
- Performing advanced triage, debugging, and root cause analysis
- Ownership of Large Enterprise and Premium Support customer issues
- Providing proactive customer updates and tracking escalations to Tier 3 and Engineering
- Handling inbound calls from Enterprise Level 1 service desks and ensuring fast resolutions
- Collaboration with Product, Development, and Engineering teams to resolve escalated cases
- Maintaining a customer-first approach through professional communication and follow-ups
- Management and prioritization of case queues, tickets, and resolution tracking
- Staying up-to-date with our hardware, software, and applications
- Ensuring compliance with company policies and ethical standards
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