Envoc Careers

Customer Support Manager

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 Envoc’s 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

How to Apply

Getting to know someone can take time, but it is a critical step toward creating a lasting relationship. Our application process is designed to help us get to know each other a bit better. The first step is to apply here.