Remote Technical Support

closed
Logo of Platform Science

Platform Science

πŸ’΅ $76k-$101k
πŸ“Remote - United States

Job highlights

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
This job is filled or no longer available