Technical Support Manager - 9360
Technical Support Manager - 9360
Posted on :
23-10-2024
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Job Description
LOOKING FOR FILIPINOS OR PHILIPPINESBASED CANDIDATES
Position: Technical Support Manager
Salary Range: USD
Working Hours: Monday to Friday 9:00 AM to 5:00 PM EST / 9:00 PM to 5:00 AM PHT
Overview of the Position
The Technical Support Manager will play a critical role in providing great customer service actively engaging with our customers and driving all areas of the organization to prioritize our customers’ needs. It is crucial you have a high level of technical support and technical troubleshooting ability.
In this role you will be required to have an indepth and clear technical understanding of the company's 3 core products expense management bill pay and reimbursement. You will provide solutions for customers in real time not just answers. You will manage the company's customer success tickets and communication by phone text and email customer onboarding and service ticketing response. You will also support the customer success team manage customer payments applicant KYC and approvals and underwriting. The ideal candidate is someone with extraordinary initiative who is customerobsessed and technically savvy. This role offers a clear growth path to take on roles in Customer Success or Operations.
Specific Duties and Responsibilities:
Requirements
Above all else you are passionate about making customers happy. You have offthecharts initiative are super organized resourceful in getting things done analytical in how you set priorities and won’t rest until a job is done. You work hard to earn the trust of our customers. You’re thrilled at the opportunity to talk to customers and take care of whatever it is they need.
Position: Technical Support Manager
Salary Range: USD
Working Hours: Monday to Friday 9:00 AM to 5:00 PM EST / 9:00 PM to 5:00 AM PHT
Overview of the Position
The Technical Support Manager will play a critical role in providing great customer service actively engaging with our customers and driving all areas of the organization to prioritize our customers’ needs. It is crucial you have a high level of technical support and technical troubleshooting ability.
In this role you will be required to have an indepth and clear technical understanding of the company's 3 core products expense management bill pay and reimbursement. You will provide solutions for customers in real time not just answers. You will manage the company's customer success tickets and communication by phone text and email customer onboarding and service ticketing response. You will also support the customer success team manage customer payments applicant KYC and approvals and underwriting. The ideal candidate is someone with extraordinary initiative who is customerobsessed and technically savvy. This role offers a clear growth path to take on roles in Customer Success or Operations.
Specific Duties and Responsibilities:
- Respond quickly and enthusiastically to customer tickets and inquiries across all channels (phone online chat email social and video).
- Coordinate and triage KYC verification resolution for pending applicants.
- Turn negative experiences into positive ones by quickly resolving product and delivery issues.
- Collect postdelivery feedback to understand the full customer journey and to identify areas for improvement.
- Create our internal knowledge base and processes to streamline operations.
- Assist on special projects and new partnerships as they come up.
Requirements
Above all else you are passionate about making customers happy. You have offthecharts initiative are super organized resourceful in getting things done analytical in how you set priorities and won’t rest until a job is done. You work hard to earn the trust of our customers. You’re thrilled at the opportunity to talk to customers and take care of whatever it is they need.
- 5 years of experience in a similar role specifically as technical support in a SaaS company
- HubSpot experience.
- Strong communication skills written and verbal.
- Receiving and placing customer service telephone calls.
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
- Resolving customer complaints managing database records and drafting status reports on customer service issues.
- Data entry and research as required to troubleshoot customer problems.
- Outstanding technical aptitude and can quickly learn the ins and outs of our technical platforms to optimize the customer experience.
Employment Type
Remote
Company Industry
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
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