Role:
This position is responsible for the development and management of IRON’s technical support personnel. Responsibilities include staffing, training, scheduling and management of full-time, part-time and remote support staff.
The Technical Support Manager is also responsible for ensuring the highest level of customer service throughout the organization. Desired candidate must perform as a role model and leader with the ability to solve problems, make informed decisions and manage the department wisely in order to achieve maximum results.
The ideal candidate must have proven success with building world class customer service teams and the ability to scale the organization's needs as customer and product demands increase. Must be able to manage a variety of staff on a diverse range of products and establish standards, processes and systems to provide the highest level of support possible.
This is a full-time position based in Franklin, TN and reports to the Director of Client Engagement.
Responsibilities:
- Manage the technical support function, provide leadership, training and feedback to technical support staff.
- Professionalism is of the utmost importance, as is the ability to communicate effectively with a diverse group of people (through written responses, online conferencing and/or verbally by phone).
- Ability to adjust priorities and manage time wisely in a fast-paced environment.
- Ability to oversee the documentation and reporting pertaining to support issues and workflow and communicate to management and staff.
- Ability to plan and manage resources and budgets
- Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions and directions to all employees.
Qualifications:
- Must be computer savvy, technically competent and a quick learner of software and online applications
- Bachelor's degree from a college or university of recognized standing
- 4 or more years management experience in technical support services
- Excellent written and verbal communication skills
- Friendly, outgoing personality & professional attitude
- Organized and detail-oriented
- Proven ability to be a problem-solver and teach others to solve customer problems.
- Desire to embrace a challenge and follow-through to resolution
- Well-developed sense of boundaries & prioritization
- Understanding of what a good/bad customer experience means in today’s market
- Excellent interpersonal skills - both internally and with external customers
- Experience working in the online environment
- eCommerce experience a plus
- Experience with NetSuite a plus
- Familiar with Microsoft applications
IRON Solutions is committed to creating a diverse work environment and proud to be an equal opportunity employer. Due to the high volume of responses, we will only respond to those candidates that most closely match our requirements.
Location: Franklin, TN