What are the responsibilities and job description for the Manager of Tech Support position at Robert Half?
This is a 100% ONSITE ROLE in Clearwater, FL . Please do not apply if you are seeking remote only or hybrid remote type positions. This will be a unique opportunity for a candidate coming from a Technical Support Manager background, prior experience leading a team of tech support individual. Our client has proprietary technology that will be taught to the ideal candidate in terms of troubleshooting, this position will be more of a Manager type in leading a team of 8 to 10 Technical Support Agents.
The Manager of Technical Support and plays a key role in the areas of International Technical Support. The position directly interacts with the Technical Support International Team and company Partners, to provide and manage technical and customer assistance. The Manager of Technical Support will assist in the creating of processes and procedures to follow when setting up new clients. Additionally, in this role, you will be required to act as a liaison between Technical Support and its dealers and technicians.
Requirements
Management skills, Technical Support, Customer experience management, Hardware Troubleshooting, Leadership SkillsKey Job Functions:
1. Manage International Customer escalations to ensure 30-minute response time is being adhered to on all International Requests. While not all concerns can be completed within 30 minutes, acknowledging the customer concern or request can.
2. Meet with VP weekly/bi-weekly to discuss International concerns and resolutions.
3. Detail Oriented with the ability to move in a fast-paced environment, with the flexibility move from task to task without losing details and efficiency.
4. Identify International challenges, formulate solutions and implement them in order to reach a successful conclusion that benefits both the company and its partners.
5. Demonstrate excellent leadership and customer service skills, with a high degree of follow through on commitments
6. Strong Communication, organizational, decision making and multitasking skills
7. Create documentation to help improve International efficiencies and procedures
8. Other duties as assigned by VP, Customer Experience and Support
9. Managing and leading a fairly larger sized team of 10 Technical Support Agents
Salary : $70,000 - $900,000
