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Smartmls - Milford, CT

posted about 2 months ago

Full-time - Manager
Onsite - Milford, CT
Real Estate

About the position

SmartMLS is seeking a Help Desk Manager to lead its technical support help desk team in providing exceptional customer service and resolving support issues. This full-time, in-person role requires a solid technical background and a proven track record in managing high-performing customer service teams. The ideal candidate will possess an empathetic and problem-solving attitude, with the ability to motivate the team towards achieving specific goals.

Responsibilities

  • Manage the Help Desk Support Team and evaluate its performance.
  • Manage Help Desk Support Team schedule and review/approve PTO requests to ensure adequate coverage at all times.
  • Recruit, train, and support Tech Support team members.
  • Set high customer service standards and hold the team accountable for meeting those standards.
  • Coach, counsel, and discipline team members as needed.
  • Contribute to improving customer support by actively responding to queries and managing complaints and escalations.
  • Establish best practices through the help desk support process.
  • Follow up with customers on any help desk interactions that don't meet SmartMLS standards.
  • Develop daily, weekly, and monthly Support ticket reports.
  • Identify Support issue trends and coordinate with Management or other team leads to address those issues.
  • Provide customer feedback to the CEO.
  • Take on projects from CEO/Management on an as-needed basis.
  • Take ownership in processes and assist Management in driving improvements and change.
  • Identify internal/external training gaps and work with the Training Team to address them.
  • Provide leadership by modeling professionalism, bringing a positive attitude to work each day, and fostering a collaborative environment.

Requirements

  • Demonstrated success as Help Desk team manager.
  • Hands-on experience with ticketing software (Zendesk is a plus).
  • Solid technical background with an ability to give instructions to a non-technical audience.
  • Customer-service orientation with a problem-solving, can-do attitude.
  • Excellent written and verbal communications skills.

Benefits

  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
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