Technical Support Manager jobs in Sacramento, CA

• Lead, inspire, and motivate a team of Technical Support Representatives to provide outstanding service to our clients through phone and email.
  
• Work with our Product Development team to provide insights into the hardware and software used to support our customers, and make recommendations for system improvements.
  
• Review and revise the performance metrics for the Technical Support Representatives to ensure that we are providing our team members with impactful metrics to measure their success and opportunities.
  
• Own the internal Technical Support processes and procedures, ensuring that all members of the team understand their roles and responsibilities.
  
• Develop and maintain a suite of reports to demonstrate the successes of the Technical Support team, and to identify continuous improvement opportunities.
  
• Be responsible for hiring, training, and onboarding new employees into the Technical Support team.
  
• Closely collaborate with other members of the Customer Success team to ensure seamless collaboration between the Technical Support team and other teams within Luxer One.
  
• Make the final decision on hiring new Technical Support team members.
  
• Foster an environment where the team is committed to acting with urgency, communicating frequently, resolving issues accurately, and working collaboratively.
  
• Manage daily scheduling and shift operations.
  
• Provide performance evaluations, training/mentoring sessions, and work assignments by consistent monitoring of individual work quality and performance.
  
• Be assigned special projects as determined by Customer Success leadership.
  

Requirements

• Strong communication skills, both verbal and written.
  
• Ability to motivate a diverse team of representatives, and get the best out of each team member.
  
• Advanced troubleshooting, problem-solving, and multi-tasking skills.
  
• Passionate and incredibly driven with stellar computer skills.
  
• Excellent time management skills, including the ability to multitask, organize and prioritize.
  
• Strong understanding of performance metrics for individuals and teams in a technical support environment.
  
• Able to research and grasp information across multiple tools while speaking with clients.
  
• Ability to analyze data, identify trends, and develop plans to address any negative trends.
  

• An experienced Technical Support Manager who has led teams that are responsible for the maintenance and support of a large number of devices in the field or a knowledgeable Technical Support Representative who is ready to take the next step into a leadership role.
  
• You are action-oriented, when you see an opportunity to improve you take initiative and solve it.
  
• Someone who likes to learn, document, and teach.
  
• You’ve earned a degree in a technical field or have demonstrated experience in technical support.
  
• You have a strong knowledge of the iOS ecosystem as it relates to remote device management
  

Benefits

• You'll have opportunities to advance. We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow.
  
• As “Luxens,” we celebrate one another's differences and ideas. We're proud of our culture of diversity and inclusion - and, we have programs that bring us together on important issues and provide educational opportunities for all employees.
  
• We're there for you - 401k with matching, generous PTO, flexible work arrangements, and excellent medical, dental, and vision - we've got you covered!