Technical Support Operations Manager
3 days ago
We are seeking a highly skilled Technical Support Operations Manager to join our team at Radix. This role is responsible for overseeing the entire customer support experience, ensuring timely resolution of technical issues, and continuously improving processes.
The ideal candidate will have extensive experience in customer support, specifically in troubleshooting hosting, DNS, and email-related issues. They will be able to manage escalations effectively, collaborate with internal teams, and communicate complex technical information to customers in a clear and concise manner.
This role requires strong analytical skills, attention to detail, and the ability to multitask efficiently. The successful candidate will be passionate about AI tools and their application in customer support, as well as project management methodologies and tools.
Responsibilities- Customer Support Management: Manage the support experience, ensure timely resolution of technical issues, and monitor metrics such as FCR and CSAT.
- Escalation Management: Effectively manage escalated tickets, emails, and chats, ensuring timely resolution and communicating with stakeholders as needed.
- Collaboration: Collaborate with internal teams, third-party agencies, and service providers to ensure seamless communication and process improvement.
- Customer Success: Identify customer needs, provide clear explanations, and guide customers in using specific features of our control panels and offerings/products.
- Control Panel and Product Improvement: Analyze and report product issues to identify trends and areas for improvement.
- Quality Assurance: Uphold world-class standards by monitoring and meeting support SLAs (Service Level Agreements) and CSAT goals.
- Operational Expertise: Manage operations and issues related to billing support, including credits/reversals.
- Minimum 6 years of Experience as a Customer Support Specialist or similar role.
- Experience as a Team Lead/Escalation Manager is a plus.
- Familiarity with Domains, DNS, Hosting, and the Web Services industry is a must.
- Strong technical aptitude with experience in troubleshooting Hosting, DNS, Email-related issues.
- Basic understanding of project management methodologies and tools.
- Proficient in using various support software and ticketing systems.
- Strong understanding of various support help desks and CRM systems.
- Excellent communication, strong attention to detail, and problem-solving skills.
- Proven ability to prioritize tasks and be efficient at multitasking.
- Patient and positive attitude when handling challenging situations.
R radix offers a competitive salary of $$100,000 - $150,000 per year, depending on experience, along with a comprehensive benefits package, including health insurance, retirement plan, and paid time off. If you're passionate about delivering exceptional customer support and have the skills and expertise to excel in this role, please submit your application.
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