We are hiring a Technical Customer Support Manager for one of our clients in San Diego, CA
This is a full-time, permanent role to start ASAP - hybrid working remote with 2-3 days in-office in either San Diego CA or in New Jersey. An annual salary of $85,000-125,000 is offered along with benefits.
This person will act as a bridge between the company and customers - handling queries, resolving issues, providing excellent customer service, analyzing support data to identify trends, and implementing improvements to enhance customer satisfaction. ?
Key responsibilities include:
Customer Issues: Serve as the first POC for customer queries on various communication channels such as email, phone, chat, and social media. Assess the request, resolve if possible, or route to an appropriate subject matter expert (SME).
Data Analysis: Analyzing customer support data to identify recurring issues, trends, and areas for improvement (creating reports and dashboards to track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores)
Process Improvement: Participating in business acceptance testing of new features on regular intervals. Working with account managers to identify potential issues or new opportunities for existing clients based on customer interactions.
Knowledge Base and Documentation: Curating the support library ensuring that information is accurate, up-to-date, and easily accessible for both customers and support agents.
Cross-functional Collaboration: Working with teams such as product management, marketing, and customer success to address customer feedback and ensure that products and services meet customer needs.
System Administration: Managing and maintaining customer support systems and tools, ensuring they are configured correctly and used effectively.
Key skills include:
Analytical Thinking: The ability to analyze data, identify patterns, and draw actionable insights to improve customer support processes.
Technical skills in common problem determination and configuration analysis for SAAS browser apps, data import/ export/ mapping, and API-based configuration or connectivity issues.
Communication: Strong verbal and written communication skills to effectively interact with customers and collaborate with team members and other departments.
Customer-centric Mindset: A deep understanding of customer needs and a commitment to providing exceptional service.
Problem-solving: The capability to quickly and efficiently resolve customer issues, often requiring innovative and out-of-the-box thinking.
Technical Proficiency: Experience customer support software, CRM systems, and cloud technologies.
Experience with Salesforce administration and AWS is preferred.