Clipboard Health · 21 hours ago

Technical Support Team Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Develop and implement technical support policies and procedures to ensure consistent and effective support delivery.

Analyze technical support metrics and trends to identify areas for improvement and implement strategies to enhance support efficiency.

Coordinate with product development teams to provide feedback on recurring technical issues and suggest improvements or feature requests.

Manage technical support escalations and ensure timely resolution of critical issues.

Provide training and resources to the support team on new technologies, tools, and best practices.

Stay up-to-date with industry trends and advancements in technical support to continuously improve the support process.

Closely monitor agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%.

Provide frequent coaching to agents based on QA feedback, metrics, customer survey responses, and your own ticket observations.

Occasionally handle escalated customer issues, especially those that are technical in nature.

Ensure schedule adherence by agents and desired productivity levels.

Maintain coaching logs and provide regular written feedback to agents.

Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Five9.

Listen to team members’ feedback and resolve any challenges or conflicts.

Initiate consequence management steps in the case of low-performing team members.

Delegate tasks to high-potential team members to build a culture of learning and development in the team.

Suggest and lead team-building activities for team motivation.

Qualification

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Ms office proficiencyComputer skillsGoal-orientedOutside-in thinkingInternet connectionComputer specificationsQuiet environmentReliable power supplyProblem-solvingCoachingCommunicationMotivationNegotiationSelf-confidenceIntegrityAnalytical thinking