The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Technical Support -Customer Service Representative
MacroFab is redefining electronics manufacturing. Our focus is to enable businesses around the world to create great products faster than ever before. Not only do we enable our customers to build great things, but we enable our team to build the solutions of tomorrow. Come join a rapidly growing team where you can take ownership of your role and build your career at MacroFab.
Position Description:
As a Customer Service Representative, you will effectively and professionally communicate and assist customers via email and phone in support of the MacroFab platform, which includes acting as product expert to provide answers to questions about the MacroFab platform. The Customer Service Representative is the primary contact for all customers, providing the individual service and attention required to delight customers and users.
Key Responsibilities:
A typical Day at work:
Strive to understand the customer's situation and recognize the customer’s needs.
Maintain a high level of knowledge of the MacroFab Platform and product knowledge with the ability to train others in the use of the MacroFab Platform.
Provide quality service that will exceed customer expectations.
Accurately document customer interactions within the appropriate systems.
Apply techniques offered in training and ongoing coaching for continuous improvement towards performance targets.
The Ideal Candidate
Has experience within a fast paced environment
Has excellent written and verbal communication skills.
Has intermediate computer skills including software technical support supporting software platforms for both internal and external users.
Has experience with Hubspot a plus.
Has experience in PCB design or manufacturing a plus.
Maintain a positive, friendly, and helpful demeanor with every interaction.
MacroFab Core Cultural Values
Founded in 2013, MacroFab is a fast-growing electronics manufacturer. Come join a rapidly growing and expanding team creating novel solutions to the manufacturing challenges of tomorrow.
www.macrofab.com
Even if you don't meet all of the requirements listed here, we still encourage you to apply. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what any list of requirements will capture.
Note: MacroFab is currently not sponsoring H1-B Visas.
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