Manager of Technical Support - IntelliShift

We're IntelliShift, a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology. IntelliShift is the fleet intelligence platform for safety and operations teams, and we empower construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. IntelliShift provides these customers with a level of insight they’ve never had before to improve safety, establish next generation operational efficiency, and make intelligent decisions every day.

The Manager of Technical Support (MTS) is a key member of the Customer Experience team. The ideal candidate will be a IntelliShift solutions expert that can manage the Technical Support team, which is comprised of Tier I and Tier II Technical Support representatives. This position requires strong customer facing and interpersonal skills to manage the activities as outlined and to ensure we continue delivering exceptional value to our customers.

The MTS is expected to own and deliver on team performance targets, metrics, onboarding of new employees, as well as the customer base. As necessary, the MTS will manage customer escalations, meeting timeline and/or commitments made, and manage all aspects of the inbound customer support center. The Manger of Technical Support primary function will be to manage the daily operations of their designated team.

Requirements

What you will do:

• Supervision of the IntelliShift customer support team:
• Become an expert on our industries and IntelliShift solutions.
• Take ownership of unresolved technical issues and liaise necessary teams to solve and/or develop solutions.
• Define levels of support for the primary product lines and training requirements for each level.
• Manage staffing levels to meet hours of operation as assigned, to provide coverage required coverage. In addition, setup procedures and staff to manage a 24 x 7 x 365 on call program in place which has on-call staff, with procedures for escalation.
• Delivery of Team metrics, including call and case volumes, and any necessary risk mitigation strategies.
• Effectively manage all resource planning.
• Facilitate business and/or team update communications through regularly occurring meetings, 1:1s or team meetings.
• Provide oversight and insight throughout the customer lifecycle including all internal & customer deliverables.
• Work closely with the Director of Product to develop and ensure consistency and accuracy of the team in following the IntelliShift support processes.
• Manage the performance of the Technical Support team and individual performance, provide frequent and thoughtful feedback.
• Mentor and motivate.
• Responsible for training and coaching and development of new and existing team members.
• Responsible for hiring and retention.
• Confront internal issues openly and quickly.
• Provide feedback to leadership in the areas of performance management, promotional opportunities, and employee matters.
• Increase intimacy through communications across peer organizations (Sales, Marketing, Operations, CX).
• Develop and collaborate with leadership on best practices and ways to improve the team’s performance including communication processes, methodologies, standard operating procedures, tools & solutions, and in the development of repeatable processes that scale across the business.
• Collaborate with customers and partners to develop resolutions to identified challenges using IntelliShift offerings to accomplish their operational objectives.
• Manage escalated customer/departmental matters.
• Request enhancements for internal systems as warranted.
• Ensure quality service to our internal and external customers.
• Ensure KPIs are achieved (answer rates, responsiveness, resolution).

• Collaborate with the Training lead to create curriculum, document, and deliver clear, complete technical training, virtually and in–person, to include all product maintenance requirements.
• Voice of the Customer - provide and track through to completion all solution feedback (customer requirements, product shortcomings, enhancements, etc.) to Operations.
• Continue to evolve customer service within the organization, developing and executing on strategies that maintain a culture of continuous improvement in service and performance.
• Instill a strong sense of customer focus, professionalism, and Customer branding throughout the team.
• Monitor for trends on support and training issues: equipment failures, faulty bridges, firmware issues, typical installer issues, and software bugs. Itemize, prioritize, and advise T3, Operations.