Senior Manager - Technical Support

Responsibilities

• Oversee the support of customers encountering problems with the company’s products.
• Supervise representatives answering customer inquiries via voice, chat, and email.
• Establish and maintain systems that provide answers to common questions and problems.
• Report new or recurring problems to design departments.
• Ensure representatives are properly trained when old products are upgraded or new products are released.
• Select, develop, and evaluate personnel to ensure the efficient operation of the function.
• Develop and measure performance objectives and key performance indicators for your workstream/region.
• Ensure corporate, quality, and service goals are met, including proper staffing levels of the team.
• Continuously improve and evaluate processes to enhance quality and customer service experience, building customer loyalty and brand value.
• Leverage technology to improve proce...