Technical Support Manager

Job Description

Manage technical product support team responsible for resolving basic to complex

technical product-related issues for customers via inbound/escalated calls, email, chat, etc.

*This is a hybrid role: 3 days per week onsite*

-Recruit, retain, coach, motivate, and develop the team to reach full potential through 121 feedback and performance review, making sure that clear goals and priorities are set, ensuring effective communications and that the department runs efficiently by instilling a business partnering culture.

• Manage the customer support department’s day-to-day functions.
• Respond to escalated customer support issues.
• Implement customer support processes to enhance customer satisfaction.
• Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency.
• Inform the team of all new information related to products, procedures, and trends.
• Assess support statistics and prepare detailed reports on the findings.
• Interview and hire new employees.
• Oversee and evaluate the team's ongoing training efforts.
• Deliver performance evaluations and follow the disciplinary process according to
  
  
  
  
  
  

company policy.

• Establish departmental goals and implement processes regarding quality,
  
  
  
  
  
  

productivity, and issue resolution.

• Monitor team performance to achieve maximum client satisfaction levels.
• Resolve escalated issues from clients (including "standard" tier) and establish procedures for incident management.
• Train and mentor team members on technical product knowledge, organization's
  
  
  
  
  
  

policies, and product support and resolution techniques.

• Coordinate and lead daily team activities.
• May spend a portion of time performing the work of those they supervise.
• Assist with management decisions and activities.
  
  
  
  
  
  

Expectations

• Maintain a 90% CSAT score across the team as it pertains to the support interaction provided by the agent and not graded on the product.
• Maintain a high performance regarding ticket solves
• Schedule bi-weekly 121s with agents to discuss performance metrics with a coaching mindset.
• Lead weekly standups with the team to discuss on-going projects, tickets, and emergent issues.
• Schedule weekly training sessions with experts on the team and/or from other departments such as Marketing, Partners, Development, Product, etc. when necessary.
• Strong working knowledge of team function within the organization.
  
  
  
  
  
  

Requirements

• Minimum 2-3 years of technical experience in either Retail or E-commerce
• Preferred 1-3 years of managerial experience
  
  
  
  
  
  

Perks? We have plenty.

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)
• Comprehensive health, dental and vision coverage
• 401(k) retirement match (100% matching up to 4%)
• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)
• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date
• 5 days paid yearly to volunteer (through Sage Foundation)
• $5,250 tuition reimbursement per calendar year starting 6 months after hire date
• Sage Wellness Rewards Program ($600 wellness credit and $360 fitness reimbursement annually)
• Library of on demand career development options and ongoing training offerings
  
  
  
  
  
  

Dig deeper about who we are:

• Who is Sage: https://www.sage.com/en-us/company/about-sage/
• Life at Sage: https://www.sage.com/en-us/company/careers/
• Our Values & Behaviors: https://www.youtube.com/watch?app=desktop&v=vt5JXf-Gwno&feature=youtu.be
• How we make a difference: https://www.sage.com/en-us/company/sage-foundation/
• Sage Business Cloud - SaaS for Every Business: https://www.sage.com/en-us/products/