Technical Support Analyst jobs in Canton, OH

We are a mission-driven company with the purpose to establish a safer world!

Our award-winning SaaS-based compliance and sustainability solutions empower companies to reduce risk, drive continuous improvement, and create new growth opportunities. With recent incremental capital investment and a new leadership mandate, we are on a path to accelerating growth and significantly expanding the breadth and depth of our customer relationships.

Are you ready to do your part? Come join us!

You will lead our technical support engineering team, focusing on optimizing support operations, implementing best practices, and ensuring high levels of customer satisfaction. Your leadership will drive the development and implementation of support processes, SLAs, and KPIs that align with our business goals.

• Leadership & Team Development:
• Cultivate a dynamic support engineering team by identifying and nurturing talent, promoting a culture of high performance and continuous skill development.
• Drive team engagement and morale through effective leadership, regular performance reviews, and recognition of accomplishments.

• Strategic Planning:
• Develop a strategic vision for the technical support department that aligns with the organizational goals, forecasting future support needs and technologies.
• Create a roadmap for scaling the technical support operations, incorporating emerging trends, and ensuring alignment with customer expectations and business objectives.

• SLA & KPI Management:
• Define and implement industry-standard SLAs to ensure accountability and high service levels in customer support interactions.
• Monitor and refine KPIs regularly to drive team performance, optimize customer satisfaction, and inform management decision-making.

• Continuous Improvement:
• Implement a framework for systematic review and enhancement of support processes, driving efficiency and effectiveness across the team.
• Foster an environment of proactive problem-solving, encouraging innovative approaches to overcome challenges and improve customer support delivery.

• Process & Procedure Development:
• Design and document comprehensive support procedures to standardize response and resolution processes, ensuring consistency across all support interactions.
• Regularly review and update support protocols to adapt to new technologies and methodologies, maintaining agility in support operations.

• Stakeholder Engagement:
• Serve as the primary liaison between the support team and other departments, ensuring collaborative efforts towards common company goals.
• Regularly update stakeholders on support team performance, initiatives, and impact on customer satisfaction and business outcomes.

• Vendor Management:
• Cultivate and maintain strategic partnerships with technology vendors to support the technical infrastructure and tools used by the support team.
• Negotiate and manage contracts with service providers to ensure cost-effectiveness and alignment with technical support requirements.

• Bachelor's or Master’s degree in computer science, Information Technology, or related field. In lieu of a degree, equivalent professional experience is highly regarded.
• 7 years of experience in technical support or a related field, with at least 3 years in a managerial role.
• Demonstrable success in developing and managing SLAs and KPIs, with a clear understanding of how to translate customer needs into measurable outcomes.
• Strong leadership skills with the ability to motivate and drive performance improvements in dynamic and challenging environments.
• Excellent problem-solving capabilities, communication skills, and the ability to handle high-pressure situations with poise.
• Relevant certifications (e.g., ITIL, HDI) are a plus.

• Impact: At 3E, your work safeguards employees, products, communities, and the environment.  Quality isn't just our goal, it's our promise.
• Growth: We are committed to personal and professional development.  With us, you'll expand your skills, harness new methodologies, and redefine the impact technology has on the EHS and ESG sectors.
• Innovative Environment: Work in a dynamic, fast-paced environment where innovation thrives and "business as usual" is anything but.
• Global Community: Be part of a global team with a shared vision, drawing inspiration from diverse backgrounds, cultures, and experiences.

Visit us at https://www.3eco.com/ 

Follow us at https://www.linkedin.com/company/3e-safer-world/

Privacy Policy and Candidate Privacy Notice

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation please send an email to recruiting@hr.3eco.com

AGENCIES: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because of the referral or through other means.