RevenueWell is hiring a
Technical Support Manager

Summary

The job description is for a Technical Support Manager position at RevenueWell, a healthcare technology company that provides marketing automation solutions to dentists. The position requires managing the Technical Support team, prioritizing escalations, and communicating with Engineering. The ideal candidate should have CompTIA Network+ Certification, strong working knowledge of Windows OS, DNS management expertise, experience with specific software tools, at least 3 years of relevant experience leading Technical Support teams, excellent communication skills, strong problem-solving abilities, and the ability to work online by a specified time. The benefits include competitive compensation, an entrepreneurial culture, work/life balance, opportunities for career growth, great benefits, and RevenueWell is an equal opportunity employer.

Requirements

• CompTIA Network+ Certification
• Strong working knowledge of Windows 8, 10, and Server OS (2008, 2012, 2019)
• Domain DNS management expertise, including a high degree of knowledge configuring A, CNAME, MX, TXT, and other DNS records as needed
• Experience working with Zendesk, Jira, Twilio, Sendgrid, Cloudflare
• 3+ years of relevant experience leading Technical Support teams
• Ability to begin work online by 7am CST / 8am EST
• Excellent communication skills
• Strong problem solving and analytical skills to investigate and resolve technical escalations

Responsibilities

• Oversee day-to-day operations and directly supervise the Technical Support team
• Assist with prioritizing escalations, managing communication with Product, quality assurance on Technical Support interactions with RevenueWell employees & customers, and coaching team members to ensure performance meets expectations
• Influence an increase in customer satisfaction by ensuring excellent support, communication, and follow through from the Technical Support team
• Serve as the point of contact for Engineering to ensure follow through and expectations are clearly communicated and work closely with other departments to facilitate a resolution and communication on active technical escalations
• Maintain documentation to provide training materials for the team
• Manage the Technical Support feedback loop to wider Customer Experience department on resolved and in progress issues

Benefits

• Competitive Compensation: This position offers a base salary and commission. Employees who demonstrate successful goal attainment and commitment will have the opportunity for career growth and advancement in the organization
• Entrepreneurial Culture: You manage your business. We strongly encourage our Employees to leverage their skill sets and creativity to provide the best service and solutions to our current clients
• Work/Life Balance: A super laid-back environment where hustle goes a long way and work is enjoyable. A true Work Hard Play Hard mentality. We believe in working hard, for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work. Along with having remote flexibility
• YOU Make the Difference: You’ll spend your days building and maintaining relationships with new and existing customers. You will be consulting with health professionals to help them be more profitable, to be more present for their patients, and to make office life easier!
• Great Benefits: Several comprehensive benefit offerings to choose from and a no-wait 401k plan with company match