Technical Support Manager

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Are you positive, passionate and hard working? You may be what we are looking for!

The Technical Support Manager is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include case resolution time, call efficiency, low abandonment rate, staffing utilization, and employee turnover. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

How you will help Solutionreach:

  • Establish trusted relationships with Supervisors and Team Leaders (and their respective teams).
  • Responsible for providing coaching and assistance to improve leadership management skills.
  • Internal escalation point for Engineering, Business Development and Strategic Alliance teams.
  • Develop and execute systems and programs that improve efficiency of Client Success department.
  • Oversee resolution to client issues, ensuring satisfactory results.
  • Execute strategies that improve customer satisfaction and retention.
  • Measure customer experience data to identify trends and make recommendations for improvement.
  • Reduce customer churn through ensuring value delivery.
  • Provide feedback to Client Success management concerning service delivery successes and failures.
  • Create programs and incentives to increase client retention and staff efficiencies.
  • Recruit, hire and retain quality employees.

Qualifications to thrive:

  • Minimum 3 years of Contact Center management experience or like environment.
  • Bachelor’s degree.
  • Be proficient and experienced in Windows workstation and server environments, knowledge of Mac OS workstation and server environments a plus.
  • Command prompt and terminal command knowledge a plus Have expertise with TCP/IP, UNS pathways and other common networking protocols.
  • Familiarity with MS SQL, MySQL, and other common database platforms.
  • Familiarity with ODBC creation and driver installation.
  • Familiarity with HTML/CSS, JavaScript, SQL query language, and XML a plus.
  • Effective leadership and analytical skills.
  • Strong mentoring and relationship building skills with ability to manage group and interpersonal conflict situations.
  • Must be a self-motivated and self-starter.
  • Must have ability to prioritize and multi-task.
  • Ability to execute strategic initiatives with precision and purpose.
  • Be willing to learn; be accepting of change.
  • Computer Skills: Microsoft Word with advanced Excel skills (SalesForce CRM preferred).

Working environment:

This job operates within the Client Success department of Solutionreach. Shifts and work times are determined by business need and the needs of our clients set by management.

Physical requirements:

While performing the duties of this job, the employee is regularly required to express or exchange ideas by means of the spoken word. Talking is important for those activities in which workers must impart oral information to employees or our clients, and in those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Travel: No travel will be required for this position.

Get in on all the awesome at Solutionreach!

  • Health, Vision, and Dental plans administered through Select Health, VSP, and Educators Mutual Insurance.
  • Health Savings Account with up to $1,750.00 Employer Contribution for Employee +Family.
  • PTO accrual of 15 days year one, 19 days year two, and 22 days year three and beyond.
  • 401K with 3% Employer match.
  • Life and AD&D Insurance – Employer pays 100%.
  • Voluntary Life insurance.
  • Short-Term Disability.
  • Long-Term Disability – Employer pays 100%.
  • Group Voluntary Hospital & Critical illness plans.
  • Employee Assistance Program.
  • An on-site fitness facility, with yoga, crossfit and total body work-outs, lead by instructors!
  • Bagel Tuesday, Monthly Birthday Lunches, Team lunches, Food Trucks, Unlimited soda and snacks, Ping-pong, Foosball, Mario Kart, Hover boards, and opportunities to go on an all expenses paid trip!
  • An on-site fitness facility, with yoga, crossfit and total body work-outs, lead by instructors!
  • Charity Donation matching -- we match, dollar-for-dollar, charitable donations up to $250 per Solutionary, per year.

Solutionreach, Inc. is an Equal Opportunity Employer and an E-Verify participant.

All activities must be in compliance with Equal Employment Opportunity laws, ADA regulations, and other regulations, as appropriate.

Location: Lehi, UT
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