Technical Support Management

About the role

Bamboohr is seeking a dedicated Technical Support Manager to lead our customer support team in Mobile, Alabama. This full-time position is essential for ensuring that our clients receive top-notch assistance and that their technical issues are resolved efficiently. The ideal candidate will have a strong background in technical support, excellent leadership skills, and a passion for customer service. As a key player in our organization, you will be responsible for enhancing the overall customer experience while managing a team of support specialists.

Key facts

What you'll do

• Oversee the daily operations of the technical support team, ensuring that all customer inquiries and issues are addressed promptly and effectively.
• Develop and implement support strategies that enhance customer satisfaction and streamline support processes.
• Monitor team performance metrics and provide regular feedback to team members to foster professional growth and improve service delivery.
• Collaborate with cross-functional teams, including product development and engineering, to address recurring technical issues and improve product quality.
• Create and maintain comprehensive documentation of support processes, FAQs, and troubleshooting guides to empower both customers and support staff.
• Train and mentor new support team members, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.
• Analyze customer feedback and support trends to identify areas for improvement and recommend actionable solutions.
• Serve as the primary point of contact for escalated customer issues, providing timely resolutions and maintaining strong customer relationships.
• Organize regular team meetings to discuss challenges, share best practices, and celebrate successes within the support team.
• Stay updated on industry trends and emerging technologies to continuously enhance the technical support function.
• Develop and manage the technical support budget, ensuring resources are allocated efficiently to meet team and company goals.
• Foster a positive team culture that emphasizes collaboration, innovation, and a commitment to exceptional customer service.

Requirements

• Bachelor's degree in a relevant field or equivalent experience in technical support management.
• A minimum of 5 years of experience in a technical support role, with at least 2 years in a management position.
• Proven track record of leading and developing high-performing support teams.
• Strong technical aptitude with the ability to understand complex technical issues and communicate solutions effectively.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Exceptional interpersonal and communication skills, both written and verbal, with a focus on customer service.
• Experience with support ticketing systems and customer relationship management (CRM) software.
• Ability to analyze data and generate reports to assess team performance and customer satisfaction.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Nice to have

• Familiarity with software development processes and methodologies.
• Experience in a specific industry relevant to Bamboohr's products or services.
• Knowledge of customer support best practices and frameworks, such as ITIL or HDI.
• Proficiency in additional languages to support a diverse customer base.
• Previous experience in a SaaS (Software as a Service) environment.

Skills & tools

• Proficient in using support ticketing systems such as Zendesk or Freshdesk.
• Familiarity with CRM tools like Salesforce or HubSpot.
• Strong understanding of remote support tools and techniques.
• Knowledge of data analysis tools to track performance metrics.
• Ability to use collaboration tools such as Slack, Microsoft Teams, or similar platforms.

Practical notes

• This role is based in Mobile, Alabama, and may require occasional travel for training or team-building events.
• Candidates must be eligible to work in the United States; visa sponsorship is available for qualified applicants.
• The work environment is dynamic, and the ability to adapt to changing priorities is essential for success in this position.
• Interested candidates can apply through the provided link to join a company that values innovation, teamwork, and customer satisfaction.

Join Bamboohr and be part of a team that is committed to delivering exceptional technical support and enhancing the customer experience!