Technical Support Manager
CyberCoders

Job Info

Technical Support Manager If you are a Technical Support Manager with experience, please read on!

Direct Hire
Salary: $95,000 - $110,000
Location: Rockaway, NJ (Hyrbid role, in-office 2-3 times a week)
Up to 20% of travel may be required
What You Will Be Doing - Provide leadership and day-to-day management to the Technical Services and Support team with responsibility for all aspects of post-installation customer support/services.
- Provide leadership of the technical support tasks and processes, customer training coordination, troubleshooting customer issues, on-site preventative maintenance, and support renewals administration.
- Oversee training and development of team personnel (Technical Support Engineers - TSEs, and Customer Service Representatives - CSRs) in both technical skills and customer interaction skills to provide an outstanding customer experience.
- Drive customer issue resolution through team leadership, customer engagement, technical acumen, and cross-functional relationships.
- Monitor the incoming Technical Support phone lines, email, & web portal queues to ensure that all incoming customer requests are picked up and responded to promptly.
- Track relevant metrics (e.g., Response Time, Time to Resolution, Total Cases, Customer Satisfaction, etc.)
What You Need for this Position 4+ years of experience with:
- Technical Support or an advanced IT help desk position
- Associate's or Bachelor's degree + relevant technical experience
- Technology experience with software, networks, video displays, and computing hardware

Preferred:
- Certifications (MSCNE, CCNA, CTS, etc.)
- Experience working with ServiceMax or SalesForce
- Masters degree
So, if you are a Technical Support Manager with experience, please apply today!
- Applicants must be authorized to work in the U.S.



*CyberCoders, Inc is proud to be an Equal Opportunity Employer*



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.



*Your Right to Work* - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.