Manager, Technical Support

Position Title: Manager, Technical Support
Department: Customer Support
Reports To: Director, Customer Support
FLSA Status: Salary, Exempt
Location: Remote

One Inc does not offer visa sponsorship, including H1-B sponsorship. One Inc does not accept unsolicited candidate submissions from staffing agencies or recruiters.

Overview: The Technical Support Manager is responsible for managing daily operations of the Customer Technical Support team to ensure exceptional customer service. This individual will work closely with teammates and external customers to identify and resolve technical issues for our suite of products through all means available (i.e. phone, email, chat, etc.) The Manager is responsible for managing individual technical support personnel, approval of PTO requests, maintaining on-call rotation schedule, as well as assign appropriate coverage when someone is out of office. This person will also manage case assignments from various support queues, ensure TS personnel are adhering to documented procedures and following all department and company guidelines. He/she must be detail oriented and possess a strong technical aptitude, as well as have emotional intelligence to lead a team of diverse individuals.

Key Responsibilities:

• Manage daily task distribution for Technical Support Agents/Engineers
• Work closely with the Director of Customer Support to enhance and monitor processes and procedures to ensure efficiency
• Build and cultivate internal and external customer relationships, often being the first point of contact for management escalations
• Work with Director of Customer Support to create and monitor OKRs that will drive results
• Lead Top Issues meetings weekly with Development
• Conduct one-on-one meetings with Technical Support personnel as appropriate
• Facilitate individual technical support team member one-on-ones as appropriate
• Receive escalated complaint calls to a Manager and/or other internal resources when necessary
• Work in team environments that span functional and geographic boundaries
• Motivate and coach team members
• Oversee and ensure conflict resolution between team members as needed
• Onboard and train new members of the team
• Provide communication to technical support employees on company and team initiatives where appropriate
• Provide bi-weekly reporting on established KPIs to Director, Customer Support
• Manage schedule for daily activities as well as assign coverage when someone is out of office
• Other duties assigned as necessary

Skills & Abilities:

• Excellent attention to detail, strong investigative skills and exceptional analytical skills
• Knowledge of PCI compliance standards
• Solid understanding of software development lifecycles
• Exceptional time-management skills
• Strong proficiency in SQL and APIs, with the ability to write and troubleshoot complex queries, analyze data, and effectively utilize APIs for system integration and issue resolution.
• Strong interpersonal skills and the ability to adapt in a complex and changing environment
• Excellent verbal and written communication skills
• Excellent customer service ability that results in trust and long-standing relationships with our customers
• Ability to manage customer expectations appropriately and professionally
• Demonstrated ability to prioritize and multi-ask in a deadline driven, high pressure environment
• Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed
• Ability to help lead a team of Technical Support Engineers

Education & Experience:

• Bachelor's Degree in related field, or at least 7 years technical support or equivalent software application experience at a higher Tier level position
• Experience working with external customers/clients and comfortable speaking to all levels of customer hierarchy
• Experience with MS Communication technologies (i.e. Exchange), MS Collaboration technologies (i.e. MS SharePoint Server), JIRA ticketing system desired
• 3+ years SaaS experience required
• 2+ years of management experience preferred
• Proven work experience in a similar role; insurance and or payments experience is preferred

Additional Requirements:

• This position may periodically require work outside of standard business hours, including evenings and weekends, to support business needs.
• Employment is contingent upon successful completion of background screening requirements.
• One Inc may conduct periodic background checks at any time during employment, as permitted by applicable law and company policy.

Desired Traits:

• Action Oriented, Growth Mindset, Positive Outlook, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development

Physical Demands:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment:

Standard indoor office setting; exposure to computer screens.

Physical:

Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.

Vision:

See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.

Hearing:

Ability to hear in the normal audio range with or without corrections.