Technical Support Manager

ON & UP HOLDINGS LLC • US,

2d • $60,000 - $70,000 • Remote

About The Position

As the Foureyes Technical Support Manager (TSM), you are an integral part of the Foureyes organization, contributing results and action items for our clients and internal team members. As part of the Technical Support Team, we expect collaboration and clear communication - amongst each other and with other teams. The team operates at varying levels of technical expertise to ensure we have a path to resolution for any kind of obstacle thrown our way. The team thrives on autonomy and teamwork to tackle the day’s biggest challenge!

Requirements

• Excellent technical aptitude and passion for connecting customer problems to product innovation and improvement.
• Ability to quickly shift gears between reactive and proactive tasks, staying focused and positive.
• History of success in mastering Salesforce and translating complex technical concepts to clients.
• Data demonstrating excellent customer satisfaction.
• Optimistic outlook, belief in finding better ways, and ability to get others onboard.
• Organized with a strong ability to connect business challenges to execution and accountability.
• Clear communication skills, both written and verbal.
• Willingness to dig into the weeds and not leave a problem unsolved.
• Exceptional verbal and written communication ability.
• Active listening, with the ability to ask strategic follow-up questions.
• Savvy handling of objections, and identifying client concerns.
• Excellent organization and attention to detail.
• Outstanding time management, with a proven ability to meet deadlines.
• Capability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficiency with Google Suite and Salesforce Lightning.
• Analytical problem solving, breaking down systems to their component parts and finding where an issue lies.
• Technical expertise, or a desire to dig into technology to identify a solution.
• Experience working in Salesforce Lightning or similar CRM.
• Highly analytical.
• 2+ years in technical support, or related roles with a focus on customer service for SaaS products.
• Authorization to work in the U.S. is required.

Nice To Haves

• Experience working in automotive.

Responsibilities

• Handling tickets in the support queue, answering questions in help channels, and solving technical problems to ensure customer satisfaction and success.
• Helping clients with complex questions, keeping them updated on their inquiry, and ensuring they understand the issue.
• Creating Foureyes accounts that enroll in our products, and ensuring that their setup is correct and optimal for their needs.
• Hearing challenges articulated by customers and other members of the technical support team, and making recommendations on process improvements.
• Expert mastery of Foureyes and support key infrastructure tech including Salesforce and Intercom among others.
• Serving as a key resource for the organization as it relates to all things Foureyes, for customers and internal stakeholders.
• Learning all the ins and outs of the Foureyes platform, including its quirks and integrations.
• Understanding expected behavior of the Foureyes platform to ensure everything is working correctly.
• Researching solutions using external knowledge bases, internal documentation, JIRAs, and Slack threads.

Benefits

• Competitive salary
• Health benefits for eligible full-time employees
• 401k matching
• Subsidy for internet or cell phone
• Generous PTO days
• Paid holidays that incorporate two days to honor and celebrate heritage, culture, or traditions
• Half Day Summer Fridays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed