Technical Customer 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.

A Technical Customer Support Manager oversees the resolution of sophisticated technical issues, ensuring that clients receive timely, effective support. This role involves managing a team of support specialists, coordinating with other departments to enhance product functionality, and maintaining high customer satisfaction levels. They develop and implement support strategies to improve service efficiency and effectiveness, and they are often involved in training staff on the latest technological solutions. The Technical Customer Support Manager plays a crucial role in bridging the gap between the technical team and the customer, fostering a culture of continuous improvement.

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in technical customer support or a similar role.
- Experience in a leadership or managerial position within a customer support environment.
- Strong technical knowledge of hardware, software, and networking principles.
- Excellent problem-solving and analytical skills.
- Proficiency in using customer support ticketing systems and support tools.
- Exceptional verbal and written communication skills.
- Ability to train, mentor, and manage a team of support specialists.
- Strong organizational and multitasking abilities.
- Familiarity with developing and maintaining technical support documentation and knowledge bases.
- Ability to analyze support metrics and customer feedback.
- High attention to detail and quality assurance orientation.
- Experience with customer relationship management (CRM) systems.
- Ability to collaborate effectively with cross-functional teams.
- Capability to handle high-pressure situations and escalations.
- Proactive and customer-focused mindset.
- Strong understanding of customer support best practices and industry standards.
- Commitment to staying current with industry trends and emerging technologies.
- Knowledge of data security policies and compliance requirements.
- Flexibility to work in a fast-paced and evolving environment.

- Respond to customer inquiries and technical support requests via phone, email, and chat.
- Diagnose and troubleshoot hardware and software issues, providing step-by-step guidance to resolve problems.
- Escalate complex or unresolved issues to the appropriate internal teams, ensuring timely follow-up and resolution.
- Monitor support tickets and customer interactions to ensure high service quality and customer satisfaction.
- Train, mentor, and support a team of technical support specialists, providing regular coaching and feedback.
- Develop and maintain technical support documentation, FAQs, and knowledge base articles.
- Analyze support metrics and customer feedback to identify trends and areas for service improvement.
- Collaborate with product development teams to provide customer feedback and advocate for product enhancements.
- Implement and refine internal processes for efficient handling of customer issues and requests.
- Conduct regular team meetings to discuss updates, share best practices, and address any ongoing concerns.
- Manage and maintain support tools and software, ensuring they are up-to-date and effectively utilized by the team.
- Coordinate with other departments, such as sales and marketing, to ensure seamless customer experiences.
- Handle escalations and urgent technical issues, providing resolution and communication to the customer and internal stakeholders.
- Stay current with industry trends, product updates, and emerging technologies to provide informed support.
- Ensure compliance with company policies and procedures related to customer support and data security.
- Track and report on key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores.
- Facilitate regular training sessions for the support team on new products, tools, and technical procedures.
- Participate in developing and implementing support strategies to improve overall team efficiency and customer satisfaction.
- Handle administrative tasks related to team management, such as scheduling and performance reviews.

The ideal candidate for the Technical Customer Support Manager role is a highly motivated and self-driven professional with a Bachelor's degree in Computer Science, Information Technology, or a related field, and proven experience in technical customer support, including a leadership or managerial position. They possess strong technical knowledge of hardware, software, and networking principles, accompanied by excellent problem-solving and analytical skills. Exceptional verbal and written communication abilities enable them to effectively train, mentor, and manage a team of support specialists, ensuring high service quality and customer satisfaction. This individual is technically adept, quickly learning new tools and technologies, and proficient in using customer support ticketing systems and CRM software. With a proactive and customer-focused mindset, they excel in high-pressure situations, providing calm and effective resolutions to escalated issues. Their organizational and multitasking abilities, combined with a commitment to continuous improvement and service excellence, allow them to analyze support metrics, develop efficient internal processes, and maintain comprehensive technical documentation and knowledge bases. The ideal candidate’s strong leadership and interpersonal skills foster collaboration with cross-functional teams while maintaining high standards of integrity and professionalism. They are passionate about technology and customer service, able to strategize and implement effective support strategies, and exhibit resilience and persistence in their problem-solving efforts, making them a perfect fit for this dynamic and evolving role.

- Respond to customer inquiries and technical support requests via phone, email, and chat.
- Diagnose and troubleshoot hardware and software issues, providing step-by-step guidance to resolve problems.
- Escalate complex or unresolved issues to the appropriate internal teams, ensuring timely follow-up and resolution.
- Monitor support tickets and customer interactions to ensure high service quality and customer satisfaction.
- Train, mentor, and support a team of technical support specialists, providing regular coaching and feedback.
- Develop and maintain technical support documentation, FAQs, and knowledge base articles.
- Analyze support metrics and customer feedback to identify trends and areas for service improvement.
- Collaborate with product development teams to provide customer feedback and advocate for product enhancements.
- Implement and refine internal processes for efficient handling of customer issues and requests.
- Conduct regular team meetings to discuss updates, share best practices, and address any ongoing concerns.
- Manage and maintain support tools and software, ensuring they are up-to-date and effectively utilized by the team.
- Coordinate with other departments, such as sales and marketing, to ensure seamless customer experiences.
- Handle escalations and urgent technical issues, providing resolution and communication to the customer and internal stakeholders.
- Stay current with industry trends, product updates, and emerging technologies to provide informed support.
- Ensure compliance with company policies and procedures related to customer support and data security.
- Track and report on key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores.
- Facilitate regular training sessions for the support team on new products, tools, and technical procedures.
- Participate in developing and implementing support strategies to improve overall team efficiency and customer satisfaction.
- Handle administrative tasks related to team management, such as scheduling and performance reviews.

- Highly motivated and self-driven
- Strong leadership and team management skills
- Excellent communicator with a customer-centric approach
- Technically adept and quick to learn new tools and technologies
- Exceptional analytical and problem-solving abilities
- Highly organized with strong attention to detail
- Adaptable and able to thrive in a fast-paced environment
- Proactive and solution-oriented mindset
- Ability to maintain composure and effectiveness under pressure
- Strong interpersonal skills with the ability to build rapport quickly
- Empathetic and patient in dealing with customer concerns
- Strategic thinker with the ability to develop and implement effective support strategies
- Strong commitment to continuous improvement and service excellence
- Ability to balance technical issues with business needs
- Collaborative and able to work effectively with cross-functional teams
- Excellent time management and multitasking abilities
- High standards of integrity and professionalism
- Passionate about technology and customer service
- Resilient and persistent in problem-solving efforts
- Diligent in maintaining documentation and knowledge bases

- Competitive salary range based on experience and qualifications
- Comprehensive health, dental, and vision insurance policies
- Generous paid time off (PTO) and holiday schedules
- 401(k) retirement plan with company match
- Professional development and training programs
- Opportunities for career growth and advancement within the company
- Flexible work schedule and potential for remote work options
- Employee wellness programs, including mental health support
- Company-sponsored events and team-building activities
- Tuition reimbursement for relevant courses and certifications
- Recognition and rewards programs for high performance
- Paid parental leave and family support benefits
- Life and disability insurance policies
- Employee discounts on company products and services
- Collaborative and supportive company culture
- Access to the latest technology and tools for job performance
- Travel allowance for work-related activities and conferences
- Dedicated time for innovation and side projects
- On-site gym and fitness reimbursement programs