Technical Support Manager for a Software Company
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About The Position
As the Technical Support Manager at QuoteWerks, you will be at the forefront of ensuring customer success through exceptional technical support. This role is pivotal in leading a dedicated team of technical support specialists who are committed to providing prompt and accurate assistance to our users. You will oversee all aspects of the technical support function, ensuring that our valued customers receive world-class service. Your leadership will be crucial in developing and implementing effective support strategies, policies, and procedures that enhance customer satisfaction and streamline processes. In this dynamic position, you will analyze support metrics such as resolution rates and first contact resolution to identify areas for improvement. Your data-driven approach will enable you to make informed decisions that enhance team performance and customer satisfaction. Collaboration with the product development team will be essential, as you work together to resolve complex technical issues and ensure a seamless user experience. You will also champion the QuoteWerks knowledge base, ensuring it is comprehensive and up-to-date, empowering both internal and external users. Staying abreast of the latest QuoteWerks features and industry trends will be part of your responsibilities, ensuring your team is equipped with the necessary expertise to provide exceptional support. You will proactively identify opportunities to improve customer self-service options and troubleshoot common issues, fostering a positive and collaborative work environment within the technical support team.
