Technical Assistance Manager

Employee
Westborough, Massachusetts
Posted 9 months ago

We are looking for an experienced and customer-focused Technical Assistance Manager who will be responsible for managing and improving our technical support operations. The ideal candidate will have a proven track record of leading technical teams, excellent problem-solving skills, and a commitment to delivering top-notch assistance to our clients.

Responsibilities:

Team Leadership:

  • Develop, lead and mentor a team of Field Service Technicians to provide exceptional customer service and technical assistance.
  • Set clear performance goals and regularly evaluate team members’ performance.

Technical Support Operations:

  • Develop and implement efficient processes and procedures for technical support ticket resolution.
  • Ensure prompt and effective responses to customer inquiries and issues.
  • Monitor support ticket queues and prioritize requests based on urgency and impact.

Customer Relationship Management:

  • Build and maintain strong relationships with key customers.
  • Gather feedback from customers and use it to improve our support services.
  • Act as a point of escalation for complex technical issues.

Technical Training:

  • Coordinate and provide ongoing training to support staff to keep them updated on product knowledge and troubleshooting techniques.
  • Stay current with industry trends and emerging technologies.

Quality Assurance:

  • Implement quality assurance processes to ensure consistent and high-quality support interactions.
  • Conduct regular audits of support interactions and provide feedback to team members.

Reporting and Analysis:

  • Generate reports on support team performance, customer satisfaction, and ticket resolution metrics.
  • Analyze data to identify trends and areas for improvement.

Qualifications:

  • Bachelor’s degree in a relevant technical field or equivalent work experience.
  • Proven experience in technical support or customer service management.
  • Strong technical knowledge and the ability to understand and troubleshoot complex technical issues.
  • Excellent communication and interpersonal skills.
  • Leadership abilities with a focus on team development and performance improvement.
  • Exceptional problem-solving skills and the ability to think critically under pressure.
  • Proficiency in helpdesk software and customer relationship management tools.

Working Tools:

  • Computer with necessary software applications.
  • Technical support tools and resources as required.

Location:

  • Westborough, MA (Boston MetroWest area)

Job Type: Full-time

Salary: $84,000.00 – $108,000.00 per year

Benefits:

  • Health insurance

Compensation package:

  • Bonus opportunities

Experience level:

  • 3 years

Schedule:

  • Monday to Friday

Education:

  • Bachelor’s (Required)

Experience: Technical support: 3 years (Required)

Work Location: In person

Job Features

Job Category

After-Sales

Position

Position

Contract Type

Contract Type

Apply Online

A valid email address is required.
A valid phone number is required.

Let's talk!

Ready to Experience THEO?

Fill out the form below to connect with us and start your purchase.