Classification: Manager of Tech Support
Robert Half IT SEARCH is looking for a Support Operations Manager to oversee a team of technical professionals in a high-volume, high-speed (low-drag) customer service-centric operation to solve T1 issues that revolve around a SaaS e-Commerce integrations product. This role will serve the organization with providing standardized operating procedures and metrics with process improvement, increased productivity and proficiency and overall customer success. Our client runs a very flat team and culture meaning this role, as an ego-less manager and leader, will need to jump in and solve (troubleshoot) issues related to any of but not limited to the following:
•3+ years in technical support role
•1+ years in leadership role
•Passion for customer service and improving customer experiences
•Considers themselves efficient & organized
•Web & Tech savvy – proficient with general computer and web
•Experience/Interest in ecommerce and online retail is a plus
•While not required, experience with any of the following areas would be a plus:
•Ecommerce Platforms (Shopify, WooCommerce, Magento, BigCommerce, etc)
•Data integration, API integration, EDI, Data flow, data feeds, FTP, SFTP, etc
This resource will use all Internal tools, all product features and anything in the architecture from the user interface to the data layer. Issues can range from providing a simple “walk-through” solution for a customer to provide clarity and understanding to troubleshooting to find route case analysis on why an integration is not working and required escalation to higher tiers.
The team consists of on site and remote employees that are dedicated to solving all issues with the thousands of tickets they receive weekly. The team locally consists of Account Managers, Developers, Technical Customer Support professionals and more.
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