Technical Support Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

The Technical Support Manager plays a crucial role in overseeing the technical assistance and support provided to customers and ensuring that service level agreements are met. This role involves leading a team of technical support specialists, developing and implementing support strategies, and coordinating with other departments to resolve complex technical issues. The Technical Support Manager also focuses on improving customer satisfaction through timely and effective resolution of technical problems, while continuously enhancing the performance and efficiency of the support team through training and process improvements.

- Bachelor's degree in Computer Science, Information Technology, or a related field
- Minimum of 5 years experience in a technical support role
- Proven experience in a managerial or supervisory position
- Strong leadership and team management skills
- Excellent problem-solving and analytical abilities
- Proficient in support ticketing systems and CRM software
- In-depth knowledge of technical support processes and best practices
- Strong verbal and written communication skills
- Ability to handle stressful situations and manage conflict effectively
- Experience with training and development of technical support staff
- Ability to analyze and report on support team performance metrics
- Familiarity with industry trends and new technologies
- Proficiency in managing and maintaining support software and tools
- Strong organizational and time-management skills
- Customer-focused mindset with a commitment to providing excellent service
- Ability to work collaboratively with other departments
- Flexibility to participate in an on-call rotation and provide after-hours support
- Experience in developing and implementing disaster recovery plans
- Project management skills and ability to drive process improvements.

- Lead and mentor a team of technical support specialists.
- Oversee and prioritize support ticket queues.
- Conduct performance evaluations and coaching sessions.
- Develop and implement support strategies and procedures.
- Analyze support metrics and generate performance reports.
- Address escalated customer issues to ensure satisfaction.
- Coordinate with engineering and product development for technical problem resolution.
- Ensure team is trained and equipped with necessary tools.
- Stay updated with industry trends and technologies.
- Oversee creation and maintenance of technical documentation and knowledge base.
- Plan and manage training sessions for new hires and ongoing staff training.
- Interview and hire qualified candidates for the support team.
- Manage and maintain support software and tools.
- Conduct regular team meetings to discuss updates and promote collaboration.
- Handle customer complaints and disputes professionally.
- Participate in on-call rotation and provide after-hours support as needed.
- Develop disaster recovery plans for support continuity.
- Continuously improve support processes to enhance customer experience.

The ideal candidate for the position of Technical Support Manager possesses a Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in a technical support role, including proven managerial or supervisory experience. This individual excels in leadership, demonstrating motivational skills to inspire and mentor a team of technical support specialists. They have a strong customer-focused mindset, ensuring the delivery of high-quality service and effectively handling stressful situations and conflicts with calmness and empathy. Analytical and detail-oriented, they possess exceptional problem-solving abilities and a methodical approach to developing and implementing support strategies and procedures. With outstanding verbal and written communication skills, they are adept at reporting support team performance metrics and liaising with customers to resolve escalated issues. Highly organized and time-efficient, the ideal candidate proficiently manages support ticketing systems, CRM software, and support tools, staying abreast of industry trends and new technologies. They demonstrate a proactive drive for continuous improvement, are capable of offering innovative solutions, and excel in collaborative teamwork, coordinating effectively with other departments to resolve complex technical problems. Additionally, they possess strong project management skills, experience in training and developing technical support staff, and are flexible and reliable, participating in on-call rotations and managing after-hours support as needed. Committed to fostering a positive and productive work environment, this candidate is highly adaptable, empathetic, and dedicated to enhancing the overall customer experience through ongoing process improvements.

- Supervise and lead a team of technical support specialists to ensure efficient and effective customer support
- Monitor and manage support ticket queues, ensuring timely resolution of technical issues
- Conduct regular performance evaluations and provide feedback and coaching to support team members
- Develop and implement support strategies, policies, and procedures to improve service quality and efficiency
- Analyze support metrics and generate reports to track team performance and identify areas for improvement
- Liaise with customers to address escalated issues and ensure customer satisfaction
- Coordinate with other departments, such as engineering and product development, to resolve complex technical problems
- Ensure that the support team is adequately trained and equipped with the necessary tools and resources
- Stay current with industry trends and technologies to keep the support team knowledgeable about the latest developments
- Oversee the creation and maintenance of technical documentation and knowledge base articles for internal and customer use
- Plan and manage training sessions for new hires and ongoing training for existing staff
- Assist in the recruitment process by interviewing and hiring qualified candidates for the support team
- Manage and maintain support software and tools, ensuring they are up-to-date and functioning properly
- Conduct regular team meetings to discuss issues, share updates, and promote collaboration
- Handle customer complaints and disputes in a professional and timely manner
- Participate in on-call rotation and provide after-hours support as needed
- Develop and oversee disaster recovery plans to ensure support continuity in case of emergencies
- Work towards enhancing the overall customer experience by continuously improving support processes and workflows

- Strong leadership and motivational skills
- Effective communicator with excellent verbal and written skills
- Analytical thinker with outstanding problem-solving abilities
- Customer-focused with a commitment to high-quality service
- Adaptable and able to handle stressful situations calmly
- Proactive mindset with a drive for continuous improvement
- Proven ability to mentor and develop team members
- Highly organized with exceptional time-management skills
- Collaborative team player able to work well with other departments
- Technologically savvy and up-to-date with industry trends
- Detail-oriented with strong organizational skills
- Decisive and confident in making sound decisions
- Empathetic and patient in handling customer complaints
- Proficient in using and managing support software and tools
- Methodical in approach to developing support strategies and procedures
- Creative thinker with the ability to offer innovative solutions
- Reliable and flexible, with a willingness to participate in on-call rotations
- Strong project management skills to drive process improvements
- Committed to fostering a positive and productive work environment

- Competitive salary, commensurate with experience
- Comprehensive health, dental, and vision insurance plans
- Retirement savings plan with company match
- Paid time off (PTO) including vacation days, sick leave, and holidays
- Flexible work hours and remote work options
- Professional development opportunities and continuing education programs
- Employee assistance programs and mental health support
- Tuition reimbursement for further education
- Bonus and incentive programs based on performance
- Paid parental leave and family support programs
- Company-sponsored social events and team-building activities
- On-site amenities such as fitness center, cafeteria, and recreational areas (if applicable)
- Travel opportunities for industry conferences and seminars
- Access to the latest technologies and tools
- Collaborative and inclusive work culture
- Opportunities for career growth and advancement within the company
- Health and wellness programs
- Life and disability insurance
- Discounted company products and services
- Commuter benefits or transportation reimbursement programs
- Recognition and rewards programs