Job Details

**Description**

Envoc is a growing company looking for an Customer Support Manager to expand and drive our team of talented support analysts in our mission to provide a better reality to our clients through high quality custom software solutions and superior customer service. Our ideal candidate is someone who can maintain a balance between improving efficiency with automation where appropriate, and fostering a culture of face to face, human first support that our customers appreciate.

**We want someone who...**

* Has a willingness to learn and take on new challenges

* Has willingness and ability to learn basic to high level aspects of how our products function to troubleshoot a wide variety of escalated problems

* Has strong problem solving skills

* Has a strong desire to provide the best possible support experience to every customer

* Is driven to constantly improve and inspire others to do the same

* Enjoys engaging with our customers in a positive, professional, and helpful manner to understand and resolve their needs

* Can juggle the needs and priorities of multiple support projects

**Requirements**

* Degree from a higher learning institution

* 2+ years relevant management experience

* 4+ years relevant experience supporting customer service or IT solutions

* IT/computer science background not required but a plus

**Expectations**

* Ability and willingness to take ownership of a fast growing department and be an active, driving force in its expansion

* Ability to create best practices that maintain and mature Envocs hands-on support strategy across our organization

* Ability to communicate clearly while maintaining the tone of the company via written and spoken communication

* Ability to proactively leverage resources and technologies to identify and reduce sources of customer pain

* Establish and use KPI and metrics to drive decision making

* Customer service and technical skills required (basic hardware support and troubleshooting)

* Ability to write end user documentation

* Ability to be adaptable to new support projects and clients

**Responsibilities**

* Refine and mature existing support processes, as well as establish new processes for our growing department

* Manage and handle escalated issues

* Manage schedules and shifts for team members across multiple time zones to cover 24/7 support

* Plan and coordinate with our development and project management teams to implement and improve support technologies, such as call center software, scheduling software, chat-bot and IVR solutions, etc.

* Meet periodically with our project management team to add or change the user-experience or functionality of existing Envoc-created software to reduce support requests

* Hire, coach, and mentor other support team members, directing their career growth

* Receive support phone calls and help end users troubleshoot and fix reported issues

* Track and document movement and repair of hardware

* Research issues and provide sufficient documentation for support

* Adhere to internal documentation requirements and time tracking

* Work with other support team members to keep our helpdesk running smoothly and ensure that our customers/clients are helped promptly

* Work with our ticketing and time tracking system to efficiently manage and delegate tasks

**Compensation**

* $50,000-$60,000