Technical Support Manager

Summary

Join Kontakt.io, a leader in care operations platforms, as a rockstar leader of a team of expert-level support professionals. You will play a key role in our growth by providing world-class customer experiences and ensuring users maximize our solutions. Your responsibilities include building and managing a support team, driving continuous improvements, managing SLAs, implementing best practices, and maintaining strong product knowledge. You will also identify systematic issues, provide regular status reports, manage support system integrations, and engage with broader teams to resolve technical issues. Occasional customer-based travel may be required. This role requires significant experience in technical support and team leadership, along with strong technical and communication skills. Kontakt.io offers a competitive salary, stock options, a dynamic work environment, flexible hours, remote work options, and various benefits.

Requirements

• 5+ years of experience in a help desk or technical support role
• At least 2 years of experience in a management or leadership role, ideally in an RTLS focussed environment
• Strong technical skills and knowledge of software and hardware troubleshooting
• Experience with customer service and support software, Zendesk or ServiceNow are preferred
• Understanding how API integrations work
• Proven ability to lead and manage a team of technical support professionals
• Proven ability to prioritize and manage multiple tasks simultaneously
• Experience in recruiting, mentoring and coaching team members to improve their skills and performance
• Experience in creating and implementing standard operating procedures (SOPs) to improve support processes
• Strong communication skills, both verbal and written
• Strong customer service skills and ability to communicate effectively with clients
• Proven ability to handle customer complaints and resolve conflicts in a timely and professional manner
• Ability to analyze data and identify trends and patterns to improve help desk performance
• Ability to work with data to create reports and identify areas for improvement
• Ability to work in a fast-paced, high-pressure environment
• Willingness to work outside regular business hours and be on call for emergencies
• A positive attitude and strong work ethic
• A commitment to providing excellent customer service and support
• A willingness to learn and stay up-to-date with new technologies and support processes

Responsibilities

• Build and manage a team of technical support professionals
• Go above & beyond to provide world-class customer experiences, resolve customer inquiries, and overall put our customers first, providing continuous customer value
• Drive and make continuous improvements to the Kontakt.io customer support playbook
• Manage SLAs (Service Level Agreements) across the portfolio and maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction
• Implement workflows and best practices
• Maintain strong product knowledge in the team
• Identify systematic issues and work with engineering and product management
• Provide regular status reports to internal stakeholders and external customers
• Conduct defined processes and solutions, such as compliance with escalation procedures and customer support processes
• Manage support system integrations with our leader national accounts
• Engage with broader team members to identify and resolve technical issues
• As needed, occasional customer-based travel (<10%)

Preferred Qualifications

• Background in wireless systems
• A Bachelor's degree in Computer Science or a related field

Benefits

• Attractive salary with stock options (ESOP)
• Fast-paced and dynamic startup environment, flat structure
• Work with cutting-edge technologies
• Collaborative and self-organised environment
• Flexible working hours
• Remote work anywhere from the East Coast
• Private medical care
• Cafeteria system (including Multisport card)