Customer Technical Support Manager

At Vintti, we're redefining the economics of staffing for US businesses. Our agency connects SMBs, startups, and firms with top Latin American talent, offering a dual benefit of high-quality work and cost savings. By tapping into this rich talent pool, our clients can optimize their budgets, increase productivity, and gain a competitive advantage in their respective markets.

The Customer Technical Support Manager plays a pivotal role in ensuring top-notch technical assistance and customer satisfaction. They oversee the daily operations of the technical support team, providing guidance and leadership to resolve complex technical issues. This role involves developing and implementing support strategies, monitoring performance metrics, and fostering a customer-centric culture. With a strong focus on continuous improvement, the Customer Technical Support Manager collaborates with various departments to enhance service delivery and product functionality, ensuring a seamless and positive experience for customers.

- Bachelor's degree in Computer Science, Information Technology, or related field.
- Minimum of 5 years of experience in customer technical support or related field.
- Proven experience in a managerial or supervisory role.
- Strong technical troubleshooting skills.
- In-depth knowledge of customer service principles and practices.
- Familiarity with support software and CRM systems.
- Excellent leadership and team management skills.
- Exceptional communication and interpersonal abilities.
- Ability to analyze metrics and prepare detailed reports.
- Experience with training and mentoring support staff.
- Ability to handle escalated technical issues and customer complaints effectively.
- Strong organizational and resource management skills.
- Understanding of industry trends, technology solutions, and best practices.
- Proficiency in creating and maintaining documentation and knowledge bases.
- Ability to collaborate with cross-functional teams.
- Strong problem-solving and decision-making abilities.
- Experience in budget planning and expense monitoring.
- High level of emotional intelligence and patience.
- Ability to work well under pressure and manage stressful situations.
- Commitment to continuous improvement and customer satisfaction.
- Knowledge of regulatory requirements relevant to customer support.

- Lead and manage a team of customer technical support representatives.
- Develop and implement customer service policies, procedures, and standards.
- Monitor and evaluate support team performance.
- Analyze customer support metrics.
- Prepare detailed reports on support activities.
- Troubleshoot and resolve escalated technical issues.
- Provide ongoing training and mentoring to support staff.
- Communicate with customers to understand their technical needs.
- Collaborate with other departments to address customer concerns.
- Stay updated on industry trends, technology solutions, and best practices.
- Create and maintain documentation for support processes and troubleshooting guides.
- Oversee the development and maintenance of a knowledge base.
- Conduct regular team meetings to review performance and provide updates.
- Foster a positive and productive work environment.
- Handle escalated customer complaints and provide resolutions.
- Manage resource allocation and scheduling for peak times.
- Evaluate and implement support tools and technologies.
- Liaise with key customers to build and maintain relationships.
- Review and analyze customer feedback for improvement.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Participate in budget planning and monitor support-related expenses.

The ideal candidate for the Customer Technical Support Manager role is a seasoned professional with a Bachelor's degree in Computer Science, Information Technology, or a related field, coupled with a minimum of 5 years of experience in customer technical support or a related field. Demonstrating proven success in a managerial or supervisory capacity, they possess strong technical troubleshooting skills and an in-depth understanding of customer service principles and practices. They are adept with support software and CRM systems and exhibit exceptional leadership and team management abilities. Their excellent communication and interpersonal skills enable them to effectively understand and address customer needs while guiding and mentoring their team. The ideal candidate is analytical, capable of evaluating support metrics and preparing detailed reports, and experienced in training and mentoring support staff. They excel in handling escalated technical issues and customer complaints, showcasing strong problem-solving and decision-making capabilities. Organizational prowess allows them to manage resources and scheduling efficiently, particularly during peak support times. They stay abreast of industry trends and technological advancements and are proficient in creating and maintaining comprehensive documentation and knowledge bases. Collaborative and proactive, they work seamlessly with cross-functional teams and demonstrate a commitment to continuous improvement and customer satisfaction. With a high level of emotional intelligence and patience, they skillfully manage stressful situations and ensure compliance with regulatory requirements. Additionally, their experience in budget planning and expense monitoring underscores their capability to manage support operations within financial constraints. Exhibiting a strong work ethic, reliability, and an innovative mindset, they embody the qualities necessary to excel in this dynamic and challenging role.

- Lead and manage a team of customer technical support representatives.
- Develop and implement customer service policies, procedures, and standards.
- Monitor and evaluate the performance of the support team to ensure high-quality customer service.
- Analyze customer support metrics and prepare detailed reports.
- Troubleshoot and resolve complex technical issues escalated by team members.
- Provide ongoing training and mentoring to support staff to enhance their technical skills and customer service capabilities.
- Communicate with customers to understand their technical needs and provide professional assistance.
- Collaborate with other departments such as Product Development, IT, and Sales to address customer concerns and improve product offerings.
- Stay updated on the latest industry trends, technology solutions, and best practices in customer technical support.
- Create and maintain documentation for customer support processes and technical troubleshooting guides.
- Oversee the development and maintenance of a knowledge base for frequently asked questions and solutions.
- Conduct regular team meetings to review performance, provide updates, and address any team issues or concerns.
- Foster a positive and productive work environment that encourages collaboration and innovation.
- Handle escalated customer complaints and provide resolutions in a timely and effective manner.
- Manage resource allocation and scheduling to ensure adequate coverage during peak support times.
- Evaluate and implement support tools and technologies to improve service efficiency and effectiveness.
- Liaise with key customers to build and maintain strong relationships.
- Review and analyze customer feedback and surveys to identify areas for improvement.
- Ensure compliance with company policies, industry standards, and regulatory requirements.
- Participate in budget planning and monitor expenses related to the customer support operations.

- Strong leadership and team management capabilities.
- Excellent technical troubleshooting skills.
- Proficient in customer service principles and practices.
- In-depth knowledge of support software and CRM systems.
- Exceptional communication and interpersonal abilities.
- Analytical mindset for evaluating metrics and preparing reports.
- Proven experience in training and mentoring staff.
- Efficient in handling escalated issues and customer complaints.
- Strong organizational and resource management skills.
- Ability to stay updated with industry trends and technology solutions.
- Proficient in creating and maintaining documentation and knowledge bases.
- Collaborative attitude with cross-functional teams.
- Strong problem-solving and decision-making skills.
- Experience in budget planning and expense monitoring.
- High level of emotional intelligence and patience.
- Ability to manage stressful situations effectively.
- Commitment to continuous improvement and customer satisfaction.
- Knowledge of relevant regulatory requirements.
- Strong work ethic and reliability.
- Proactive and innovative mindset.

- Competitive salary range of $80,000 - $120,000 per year
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and holidays
- Flexible working hours
- Remote work options available
- Employee assistance program (EAP)
- Professional development and training opportunities
- Tuition reimbursement program
- Opportunities for career advancement
- Performance bonuses and incentives
- Wellness programs and gym membership discounts
- Childcare support and parental leave
- Commuter benefits and transportation subsidies
- Company-sponsored social events and team-building activities
- Life and disability insurance
- On-site fitness center (if applicable)
- Free snacks and beverages (if applicable)
- Ergonomic workspace and equipment assistance
- Access to industry conferences and networking events