Technical Support Manager

• Lead inspire and motivate a team of Technical Support Representatives to provide outstanding service to our clients through phone and email.
  
• Work with our Product Development team to provide insights into the hardware and software used to support our customers and make recommendations for system improvements.
  
• Review and revise the performance metrics for the Technical Support Representatives to ensure that we are providing our team members with impactful metrics to measure their success and opportunities.
  
• Own the internal Technical Support processes and procedures ensuring that all members of the team understand their roles and responsibilities.
  
• Develop and maintain a suite of reports to demonstrate the successes of the Technical Support team and to identify continuous improvement opportunities.
  
• Be responsible for hiring training and onboarding new employees into the Technical Support team.
  
• Closely collaborate with other members of the Customer Success team to ensure seamless collaboration between the Technical Support team and other teams within Luxer One.
  
• Make the final decision on hiring new Technical Support team members.
  
• Foster an environment where the team is committed to acting with urgency communicating frequently resolving issues accurately and working collaboratively.
  
• Manage daily scheduling and shift operations.
  
• Provide performance evaluations training/mentoring sessions and work assignments by consistent monitoring of individual work quality and performance.
  
• Be assigned special projects as determined by Customer Success leadership.
  

Requirements

• Strong communication skills both verbal and written.
  
• Ability to motivate a diverse team of representatives and get the best out of each team member.
  
• Advanced troubleshooting problemsolving and multitasking skills.
  
• Passionate and incredibly driven with stellar computer skills.
  
• Excellent time management skills including the ability to multitask organize and prioritize.
  
• Strong understanding of performance metrics for individuals and teams in a technical support environment.
  
• Able to research and grasp information across multiple tools while speaking with clients.
  
• Ability to analyze data identify trends and develop plans to address any negative trends.
  

• An experienced Technical Support Manager who has led teams that are responsible for the maintenance and support of a large number of devices in the field or a knowledgeable Technical Support Representative who is ready to take the next step into a leadership role.
  
• You are actionoriented when you see an opportunity to improve you take initiative and solve it.
  
• Someone who likes to learn document and teach.
  
• You ve earned a degree in a technical field or have demonstrated experience in technical support.
  
• You have a strong knowledge of the iOS ecosystem as it relates to remote device management
  

Benefits

• Youll have opportunities to advance. Were fans of helping our employees learn different aspects of the business be challenged with new tasks be mentored and grow.
  
• As Luxens we celebrate one anothers differences and ideas. Were proud of our culture of diversity and inclusion and we have programs that bring us together on important issues and provide educational opportunities for all employees.
  
• Were there for you 401k with matching generous PTO flexible work arrangements and excellent medical dental and vision weve got you covered!