Manager, Tech Support
Position Summary:
The Manager, Technical Support, oversees a team of technical support specialists in a call center environment. The primary mission is to ensure exceptional customer satisfaction and service quality. This role is responsible for daily departmental operations, establishing and maintaining policies and service procedures, ensuring proper phone coverage, and customer relations standards. The manager also serves as a subject matter expert with sales and operations teams, while leading interfacing with customer technical support peers.
Key Responsibilities:
- Lead and develop a technical support team with expertise in automotive locksmithing, focusing on key programming within our customer ecosystem.
- Respond to customer inquiries in real time and resolve complex customer issues.
- Collaboratively interface with strategic customers, technical and customer support organizations to ensure customer and program satisfaction metrics are met or exceeded.
- Primary interface with strategic technology partners to refine customer experience and success rate
- Lead ongoing enhancements within programs, emphasizing advancements in programming technology, and automotive keys to support overall customer satisfaction.
- Foster strong, long-term relationships with key customers and advocate for their needs.
- Analyze call volumes and trends to ensure optimal staffing, including evenings and weekends, as required.
- Monitor calls, train and mentor staff, and address performance issues effectively.
- Set team goals, track progress, and compile performance reports.