Technical and Customer Support Manager  

On behalf of its client, MyAssets, Mosed Corporation is seeking a Technical and Customer Support Manager to lead our customer and technical support team. In this role, you will oversee a team of Technical Support Representatives, a Team Lead and a Training and Quality assurance specialist. You will be responsible for ensuring that the team provides excellent customer service and technical support to our customers. You will also be responsible for driving continuous process improvement, implementing new technologies and tools, and collaborating with cross-functional teams to ensure customer issues are resolved in a timely and effective manner. You will be setting goals and metrics, monitoring performance, and ensuring that effective training programs and quality assurance processes are developed and implemented.

Responsibilities

• Lead and manage a team of Technical Support Representatives and a Team Lead to ensure customer satisfaction and issue resolution
• Manage the Training and Quality Assurance Specialist and ensure that they are developing and implementing effective training programs and quality assurance processes
• Manage and monitor team performance, and implement improvement plans as necessary
• Drive continuous process improvement and implement new technologies and tools to improve efficiency and effectiveness
• Collaborate with cross-functional teams to ensure customer issues are resolved in a timely and effective manner
• Monitor customer satisfaction levels and identify opportunities for improvement
• Develop and maintain technical support policies and procedures
• Identify and implement training and development programs for the team to enhance technical knowledge and skills
• Monitor industry trends and identify opportunities to enhance the customer experience
• Ensure compliance with company policies and procedures
• Manage budgets and resources effectively
• Work with the Product and Engineering teams to identify and resolve technical issues
• Provide regular feedback and coaching to team members to help them improve their performance and achieve their goals
• Develop and maintain strong relationships with customers and internal stakeholders
• Participate in special projects and initiatives as assigned by management

Additional Responsibilities

• Conduct regular one-on-one meetings with direct reports to provide feedback, coaching, and mentoring
• Foster a positive team culture and promote teamwork and collaboration across teams
• Represent the Technical Support team in cross-functional meetings and provide updates to senior leadership

• Bachelor's degree in Computer Science, Engineering, or related field
• 10+ years of experience in technical support or related field, with at least 3 years in a management role
• Strong technical skills, including experience with Google Firebase and troubleshooting web and mobile applications
• Experience leading a technical support team in a fast-paced environment
• Experience with process improvement methodologies, such as Six Sigma or Lean
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Strong coaching and mentoring skillsAbility to work in a fast-paced, high-pressure environment
• Ability to work on a rotating 24/7 shift schedule