Technical Support Manager
General Description
Power-up your career at IPOWER! This is an exciting time for IPOWER. We have moved our headquarters to Phoenix and are looking for tech-savvy individuals like you to join our team! We are currently recruiting for a Technical Support Manager.
The Technical Support Manager will manage the Technical Support Department in an inbound call center. The Manager will provide leadership and ensure overall department productivity goals are met. This includes but is not limited to customer service, meeting sales goals, projects and meeting daily production metrics.
Responsibilities
- Manages group of Supervisors, Leads, and Tech Support Agents and plans, assigns and monitors workflow while ensuring production goals and metrics are met, including customer service and sales quotas.
- Ensures the department is staffed appropriately and can accommodate increases in volume due to new product releases, marketing promotions, etc.
- Determines ongoing training needs and coordinates with training department.
- Reviews area operational procedures and makes recommendations for process improvements to senior management.
- Maintains daily, weekly, and monthly reports on department metrics.
- Troubleshoots highly complex tech support issues and provides feedback and follow up to customers and senior management.
- Promotes and fosters teamwork with in the tech support department and across the organization.
- Uses judgment and discretion to escalate customer service issues to the appropriate individuals.
- Using judgment and discretion administers company policies and procedures, escalating issues to the appropriate individuals as they arise.
Requirements
- 4-6 years management experience in a technical web hosting or similar call center environment.
- Must have strong knowledge of web hosting technologies including: email, FTP, DNS, servers, domains, the web, browsers, etc.
- Proven leadership skills, initiative, and attention to detail.
- Strong analytical skills and the ability to make decisive decisions.
- Excellent communications skills, both verbal and written.
- Able to multi-task and be flexible.
- Bachelor's degree or equivalent work experience.
If you are interested in applying for this position please send your resume to resumes@ipowerweb.com or fax to 602-258-0588.
IPOWER is proud to be an Equal Opportunity Employer.
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