The Technical Support Manager is responsible for ensuring the smooth running of the day-to-day operations of the Technical Support department. This role must also help ensure that the team is prepared for changes in the market, product and company, so that adjustments can be made, as needed. This position requires a significant amount of coordination between internal departments.
The Technical Support Manager has direct reports (including a variety of Technical Support Specialists, Leads, and Tier 2 employees), and will ensure proper training and expectations are provided, as well as mentor toward future growth and development.
The responsibilities of the Technical Support Manager are varied, based on the requirements of the business and the organization. At a high-level, a representative list of regular duties is below:
Work with HR to recruit and hire great members into the Mediware Technical Support team.
Manage direct reports effectively, including training needs, coaching, praise, and official warnings via one-on-ones and ad-hoc meetings.
Work with Sales, Finance and Account Management on customer escalations, providing proper communication internally and externally throughout the process.
Work with Development and Product to present critical customer needs and concerns.
Work with DevOps, IT and Product on system issues and downtime communication with customers.
Work with third-party vendors regarding supporting software changes
Provide insight into the efficiency and quality of the support organization via daily, weekly, monthly, quarterly and annual reporting.
Other responsibilities may be assigned as appropriate, as this is not a comprehensive list.
Bachelors Degree or 5 years of experiece in a customer facing tech support role lieu of the degree
5 years of experience in a technical support position.
1-2 years of experience in a leadership role.
be self-motivated and organized
have exemplary soft skills for de-escalating a client.
have 2-3 years experience with Microsoft Office, especially Excel.
be comfortable with changing priorities.