Full Swing Simulators · 1 day ago
Technical Support Manager
Carlsbad, CA
Full-time
Hybrid
Senior Level
5+ years expFull Swing Simulators is seeking an experienced Technical Support Manager to lead a skilled technical support team in a dynamic environment. The role involves overseeing both onsite and remote team members, troubleshooting complex technical issues, and ensuring high performance in customer service and technical operations.
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Responsibilities
Manage and lead a team of technical support hardware and software technicians
Manage and triage incidents and service requests assigned to team queues
Prioritize product-related complaints in the CRM and escalate to appropriate tiers or R&D as needed
Assign problems and tasks to technical support personnel
Analyze KPIs regularly to monitor team performance and goal achievement
Provide reporting on KPIs and trends to management on an as-needed, weekly, monthly, and quarterly basis
Track and report metrics for tickets assigned to and handled by the Technical Support team
Analyze situations and identify resources required to resolve issues
Make quick, calculated decisions, often with limited information
Follow up with customers to assess satisfaction and identify areas for improvement; implement corrective actions when necessary
Partner with trainers/documentation specialists to maintain and analyze training records, ensure ongoing staff development, and advise on career growth
Develop and mentor the team to progress from various skill levels
Assign tickets based on workload, expertise, complexity, expected resolution, and resource availability
Assist in escalation management and ensure proper engagement for timely resolution
Contribute to training manuals, guides, and course materials
Communicate department initiatives through various formats, including meetings, presentations, simulations, and videos
Manage onboarding and offboarding for all new product versions
Assist in prioritizing production incidents, releases, and new application implementations
Keep management informed of situations requiring additional client assistance or escalation
Qualification
Required
Bachelor's degree in a relevant field or equivalent experience
5+ years supporting PC hardware/software, LAN/WAN networks, and related products
5+ years managing process improvement, case management, and customer relations in a service center or similar environment
Proven energetic leadership, expanded responsibilities, and team management skills
Experience managing workloads through a ticketing system while following established processes
Oversight of remote technical support teams across multiple time zones
Strong verbal and written communication skills
Proven ability to successfully lead remote teams in a service center environment
Strong presentation, troubleshooting, and conflict resolution skills
Ability to make decisions based on analysis of business impact
Ability to organize and manage multiple priorities in a dynamic environment
Proficient with Microsoft Office Suite
Preferred
Mentorship of technical support associates for growth, development, and improved customer experience
Experience with Microsoft Office, Salesforce, Zoom, Teams, Paylocity, NetSuite, diagnostic tools, etc
Familiarity with U.S. and international compliance training requirements
Benefits
Comprehensive Benefits Package – Medical, dental, and vision coverage, plus more
401(k) with Company Match – Up to 4% contribution match
Paid Time Off – Generous PTO and paid holidays
Supportive Work Environment – A relaxed, non-corporate atmosphere
Team Culture – Engaging team bonding events and activities
Onsite Wellness – Access to a personal trainer, yoga classes and gym facilities for a healthy work-life balance
Company
Full Swing Simulators
Full Swing is the worldwide leader in cutting-edge indoor golf simulation technology.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-02-18Private Equity
2021-07-26Acquired
2017-05-10Private Equity
Recent News
Company data provided by crunchbase