Remote Technical Support

Summary

Platform Science is seeking a Manager of Technical Support to monitor, report, and drive improvements in team-level metrics, keep up with new products, develop key support processes, and manage a team of Technical Support agents. The role requires strong technical background, people management experience, and proven customer-facing skills.

Requirements

• Bachelor’s degree, preferably in a technical discipline
• 5+ years of industry related knowledge and experience in both hardware and software support or 2+ years at Platform Science in Tier I Technical Support
• 3+ years of people management experience preferred
• Ability to learn and stay current on the Platform Science product suite and transportation industry direction
• Experience working in the Transportation and Logistics industry with key products such as Transportation Management Systems (TMS) (i.e. TMW, McCleod, ICC)
• Ability to clearly articulate/communicate technical issues and resolutions to multiple levels of both internal and external organizations
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures
• Strong spoken and written language skills for working with high-value customers and publishing documentation
• Ability to balance strategic projects and initiatives, and tactical day to day management of a team (including actively coaching on case handling, monitoring of queues & schedules)
• Ability to identify and interpret long-term system needs on an organizational basis
• Ability to communicate complex ideas effectively, both verbally and in writing
• Strong technical understanding with strong troubleshooting skills
• Proficiency with Salesforce or other CRM

Responsibilities

• Hands-on leader to build, mentor, coach and support a team of highly motivated Technical Support agents
• Manage timecard requests and approvals
• Measure & maintain a high degree of customer satisfaction both internally & externally while ensuring the team meets established SLA’s and is working efficiently
• Hold biweekly sync ups with each report
• Run reports and manipulate various team metrics
• Manage team engagement and team morale
• Present technical questions and resolutions to customers as needed
• Successfully manage onboarding and continuous education for new and existing members of the team
• Develop and support career paths within the Support team and throughout the organization
• Manage the flow of calls and emails to ensure we are meeting our SLAs

Benefits

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave