Remote Service/Support Desk Manager

Summary

Join our team as a Service/Support Desk Manager and work fully remote to service our Americas company. As the ideal candidate, you'll be good with people and process, an analytical problem solver, and have the ability to be a critical thinker. This position provides a great opportunity to improve analytical, collaboration, and communication skills within a global company.

Requirements

• Bachelor's degree or equivalent support experience
• 2+ years Customer Support Specialist or similar role, remote support experience
• Expert knowledge of Google Cloud Platform, G-Suite apps
• You have a strong understanding of administration (user accounts, permission models, access control) and familiarity with networking (NAT, firewalls, and basic routing)
• You have familiarity with remote assistance tools and concepts as well as help desk queue management systems (Freshservice/Freshdesk)
• You think in solutions, not in problems and you take pride in meeting ambitious deadlines
• You enjoy working in a team and still have the ability to work independently

Responsibilities

• Effective and timely resolution of client support requests, including troubleshooting, resolving, escalating as needed as well as documenting support tickets
• Write documentation in order to improve references
• Communicate service status updates to stakeholders
• Maintain the service and support platform
• Create documentation for Knowledge Base
• Analyze the service management system, type of service tickets and support requests for trends or repetitiveness to determine if additional user training and/or documentation is needed and to alleviate incoming support requests
• Work with cross-functional teams, particularly the Engineering and Product teams, on enhancements, updates to the product offering or service platforms as needed to better serve franchisee’s needs
• Service third party vendors support tickets as applicable
• Test and recommend new support technology as applicable