
Technical Support Operations Manager
23 hours ago
We are seeking a seasoned leader to drive our technical support operations. This role is responsible for driving world-class customer satisfaction while meeting target goals.
This position will oversee process improvements, motivate staff to analyze and resolve software or system-related issues, and provide guidance to evolve operations.
Key Responsibilities:
- Drive supervisors and staff performance
- Enhance team efficiency and effectiveness
- Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends)
- Address customer satisfaction issues
- Coach and develop employees
- Participate in hiring new team members
- Perform HR-related administrative tasks
- Lead weekly meetings and conduct regular employee reviews
Requirements:
- 8+ years of experience in technical support
- 4+ years of experience in supervisory or management roles
- Proficient in Microsoft Office suite
- Salesforce and CRM experience required
- Prior experience in data-driven environments
- Excellent time management and attention to detail skills
- Superior analytical and conflict resolution skills
- Ability to lead and coach employees
Brite Systems is an equal opportunity employer. We value diversity and inclusion in the workplace.
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