Technical Support Manager

Luxer One

95652, CA

Expired: April 08, 2024 Applications are no longer accepted.

Vision , Medical , Dental , Paid Time Off , Retirement
Other

At Luxer One, we're committed to making life simpler by automating package acceptance and completely solving the package problem. Whether it's last-mile delivery at multifamily properties and offices, or buy online and pick-up in-store orders in retail, we are dedicated to finding the best solutions for our customers. We are currently experiencing rapid growth and we are seeking an experienced Technical Support Manager to join our team.

Description:

Our Technical Support team is committed to providing top-quality technical support to the properties that have chosen Luxer One. We focus on developing our people by building proud, dynamic teams while helping our employees reach their personal and professional goals.

The Technical Support Manager will work with property management, field technicians, and internal stakeholders on a daily basis to help ensure a fully functioning product, high system uptimes, and flawless system installations.

What you do:

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

Required skills:

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.

NOTE: This position is based in our Sacramento office and may work remotely when assigned. The utilization of remote audio and visual tools will be required.

Who you are:

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!