Manager of Technical Support

About the role

The Manager of Technical Support is responsible for leading the customer-facing Technical Support team, which assists customers with programming, troubleshooting access issues, and resolving technical challenges. This team operates around the clock, 24/7/365.

Responsibilities

• Manage and mentor a 24/7/365 team of technical support specialists, ensuring high-quality customer interactions.
• Ensure prompt and professional handling of customer inquiries via phone and email.
• Develop and maintain an escalation process for unresolved issues, coordinating with the Field Quality Assurance (FQA) team when necessary.
• Identify and implement best practices to improve efficiency, improving response times and resolution rates.
• Establish and track KPIs related to customer response times, issue resolution rates, and customer satisfaction.
• Establish and document quality control checklist for new installations to ensure proper setup across multiple software applications.
• Conduct skills training to ensure all team members are up to date on technical knowledge and troubleshooting procedures.
• Ensure the team effectively utilizes service management and customer support platforms.

Requirements

• Bachelor's degree preferred or equivalent technical support experience.
• 2-3 years of management experience in access control environment.
• Proven ability to lead process improvement initiatives, particularly in a technical/customer service environment.
• Experience with a multi-layer ticketing systems for processing client requests.
• Experience with monitoring automation systems for alarm processing a plus.

Qualifications

• Excellent written and verbal communication skills for effective collaboration across teams.
• Ability to work independently and proactively to address challenges.
• Strong leadership and team management experience with a proven ability to collaborate across teams.
• Ability to schedule and manage staffing in 24/7/365 environment.
• Strong technical acumen. Deep understanding of access control systems and customer support platforms a plus.
• Exceptional communication and stakeholder management skills.

Skills

• Leadership skills
• Customer-first approach
• Technical problem-solving

Benefits

• Drug screening and criminal background check required.
• Equal Opportunity Employer.
• M/F/V/D-DCJS #11-2294.

Pay

$85,000-105,000/year

Schedule

In-office position. No travel required.