Remote Technical Support Manager

Vintti is a staffing agency dedicated to boosting the economic efficiency of US companies. We provide access to a diverse range of skilled Latin American professionals, allowing businesses to build robust teams without the traditional high costs associated with domestic hiring. Our model supports companies in maximizing their resources, driving innovation, and achieving sustainable growth.

A Remote Technical Support Manager oversees the technical support team, ensuring comprehensive and efficient resolution of customer issues while working remotely. This role includes managing support operations, implementing best practices, and optimizing team performance to maintain high customer satisfaction. Responsibilities also cover training and mentoring support staff, analyzing technical problems, devising solutions, and continuously improving support processes. Effective communication and leadership skills are crucial, as well as the ability to coordinate with other departments to ensure seamless support delivery across all customer touchpoints.

- Bachelor's degree in Information Technology, Computer Science, or a related field
- Minimum of 5 years of experience in technical support or a similar role
- Proven experience in a leadership or management position within a technical support environment
- Excellent understanding of remote support tools and techniques
- Strong troubleshooting and problem-solving skills
- Exceptional customer service and communication skills, both verbal and written
- Ability to manage and prioritize multiple tasks and support requests effectively
- Experience with ticketing systems and support software
- Analytical skills with the ability to generate and interpret support metrics and reports
- Proficiency in creating and refining support processes and procedures
- Understanding of data security and privacy regulations
- Capability to conduct performance reviews, coaching, and training sessions
- Strong interpersonal skills and the ability to build and maintain relationships with key stakeholders
- Familiarity with industry trends and the ability to stay updated with new technology developments
- Flexibility to work in a remote environment and manage a distributed team
- Strong organizational and time management skills
- Ability to escalate and collaborate with product and engineering teams for complex issues
- Experience in developing and maintaining knowledgebase and FAQ resources

- Lead and manage the remote technical support team to achieve high performance and service levels
- Oversee the prioritization and allocation of incoming support requests across multiple channels
- Conduct performance evaluations and provide regular coaching for team members
- Develop, document, and optimize support processes and procedures
- Utilize remote tools to diagnose and resolve customer technical issues
- Engage with customers to understand their technical problems and deliver effective solutions
- Collaborate with product and engineering teams to handle complex technical escalations
- Analyze support metrics and create reports to evaluate team performance
- Facilitate team meetings to address issues, share knowledge, and improve practices
- Maintain and update knowledgebase and FAQ resources for the support team and customers
- Implement training programs for onboarding new hires
- Build and maintain strong relationships with key customers
- Stay updated on industry trends and product updates to provide informed support
- Ensure compliance with company policies and data security procedures
- Address escalated customer concerns to achieve satisfactory resolutions
- Coordinate with other departments to align support activities with company objectives.

The ideal candidate for the Remote Technical Support Manager role is an accomplished professional with a Bachelor's degree in Information Technology, Computer Science, or a related field, coupled with a minimum of five years of hands-on experience in technical support. They have a proven track record in a leadership or management role within a technical support environment, showcasing exceptional problem-solving and analytical skills. This candidate is highly proficient in using remote support tools and techniques, with a keen understanding of ticketing systems and support software. They possess outstanding verbal and written communication abilities, enabling them to deliver exceptional customer service and effectively lead a distributed team. Their strong organizational and time management skills allow them to prioritize and manage multiple support requests simultaneously, ensuring efficient and timely resolutions. The ideal candidate excels in coaching, mentoring, and developing team members, fostering a collaborative and positive team environment. They stay on top of industry trends and maintain a proactive approach to identifying and resolving potential issues. Their deep understanding of data security and compliance regulations, coupled with their high level of professionalism and reliability, makes them a trusted leader. They are adaptable and flexible, able to handle various technical issues with resilience and patience. Furthermore, their interpersonal skills enable them to build and maintain strong relationships with key stakeholders, while their enthusiasm for continuous learning and improvement sets them apart as a forward-thinking and dynamic leader.

- Oversee and manage the remote technical support team to ensure efficient resolution of customer issues
- Monitor support channels such as email, chat, and phone to prioritize and assign incoming support requests
- Conduct regular performance reviews and coaching sessions with team members to foster professional growth and enhance skill sets
- Develop, implement, and refine support processes and procedures to improve workflow and customer satisfaction
- Utilize remote access tools to diagnose and troubleshoot technical problems experienced by customers
- Communicate with customers to understand their technical issues, provide timely solutions, and offer follow-up support where necessary
- Collaborate with the product development and engineering teams to escalate and resolve complex technical problems
- Analyze daily support metrics and generate reports to assess the efficiency and effectiveness of the support team
- Facilitate regular team meetings to discuss ongoing issues, share knowledge, and implement best practices
- Manage and maintain an up-to-date knowledgebase and FAQ repository for both the support team and customers
- Implement training programs for new hires to ensure they are quickly integrated and effective within the team
- Develop and maintain strong relationships with key customers to build trust and ensure long-term satisfaction
- Stay current with industry trends and product updates to provide accurate and relevant support
- Ensure compliance with company policies and data security procedures for handling customer information
- Address any escalated customer concerns or complaints to achieve a satisfactory resolution
- Coordinate with other departments to align technical support activities with overall company objectives and initiatives.

- Strong leadership and team management abilities
- Exceptional problem-solving and analytical skills
- High level of technical proficiency and understanding of remote support tools
- Excellent verbal and written communication skills
- Proven ability to provide exceptional customer service
- High organizational and time management skills
- Ability to prioritize and manage multiple support requests simultaneously
- Adaptability and flexibility to handle various technical issues
- Ability to coach, mentor, and develop team members
- Strong interpersonal skills for building and maintaining relationships
- Keen attention to detail and accuracy in documentation
- Ability to stay updated with industry trends and technology developments
- Proactive approach to identifying and resolving potential issues
- High level of professionalism and reliability
- Strong understanding of data security and compliance regulations
- Capability to foster a collaborative and positive team environment
- Resilience and patience when dealing with challenging situations
- Enthusiasm for continuous learning and improvement

- Competitive salary range based on experience and qualifications
- Comprehensive health benefits including medical, dental, and vision coverage
- Flexible remote working environment
- Generous paid time off (PTO) and holidays
- Retirement savings plan with company matching contributions
- Professional development and training opportunities
- Opportunities for career advancement within the company
- Performance-based bonuses and incentives
- Employee wellness programs including mental health support
- Company-sponsored social events and virtual team-building activities
- Access to the latest technology and tools for remote work
- Employee assistance program (EAP) for personal and work-related support
- Paid parental leave and family support benefits
- Reimbursement for home office setup and equipment
- Annual learning and development stipend
- Internet and mobile phone expense reimbursement