Technical Support Manager

Inside Real Estate    Carlsbad, CA
Job Description


As part of the Inside Real Estate team, the Technical Support Manager will engage and work closely with the Technical Support Team, ensuring all Reps are knowledgeable, accountable, and productive. Additionally, the Technical Support Manager is an advocate for our users and will help to gather customer intelligence, increase retention, and build long-term customer value.

Roles and Responsibilities:

The Technical Support Manager oversees and assists with the inbound flow of client communication in order to support our product users day to day needs.

The Technical Support Manager will help lead the team and is responsible for overseeing day to day Technical Support tasks, such as:

  • Assigning cases/Managing case workload

  • Assisting Reps on difficult cases

  • Managing cases awaiting Development resources and communicating with Developers and Product Managers effectively

  • Holding weekly meetings with the team

  • Holding monthly 1-1 meetings with Reps

  • The top priorities of the Technical Support Manager are:

  • Customer satisfaction

  • Rep knowledge and training

  • Constant review, improvement, and execution of the customer support and service process from the Technical Support Team

  • These priorities will be achieved through the following responsibilities and requirements:

  • Provide input on a timely and relevant chat, phone and email based customer support communications strategy, identify areas of continuous improvement and ensure team members execute according to the process.

  • Handle complaints and problems with the utmost urgency and showing empathy in escalated customer tickets

  • Act as the voice of the customer by communicating customer issues with appropriate departments and escalating as necessary to our the appropriate team such as Development, Advertising, Golive, Onboarding or Customer Success

  • Analyze case content and either communicate or implement improvements to improve customer experience and initiate change

  • Communicate with Product and Development to ensure customer issues are resolved or addressed and that product updates are communicated to the team

  • Collaborate with Customer Success Managers to improve customer experience, retention and to ensure strong communication between teams

  • Identify training needs for Technical Support Specialists

  • Help maintain an internal knowledge base

  • Identify and implement tools that support the Operations department strategies

  • Establish and maintain in-depth relationships with assigned key accounts if assigned

  • Display exemplary phone, email, and chat service when required

  • Display professionalism in all written and verbal correspondence

  • Additional responsibilities also include:

  • Maintain product expertise and staying up to date with the latest product releases

  • Properly manage, via the CRM system, all customer contact, and case activity on a daily basis

  • Qualifications and Skills Required:

  • 3+ years of customer service experience

  • 1+ years of management experience

  • Strong people skills

  • Attention to detail

  • Focus on deadlines

  • Superior and professional communication skills (written and verbal)

  • Ability to multi-task

  • Ability to work in a fast paced environment

  • Ability to oversee the Technical Support team's daily work habits

  • Knowledge of Google Docs, Excel and the company CRM Systems

  • Management of all Support resources

  • Bachelors Degree is a PLUS

  • Knowledge of Salesforce is a PLUS

  • Knowledge of Intercom Chat is a PLUS

  • Tue, 12 Feb 2019 15:57:49 GMT

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