Are you a tech-savvy individual with a passion for problem-solving and customer satisfaction? Are you looking for a dynamic and challenging role that allows you to lead a team of technical experts? Look no further! DocuSign is seeking a highly motivated and experienced Technical Support Manager to join our growing team. As a leader in the digital transaction management industry, we are dedicated to providing our customers with the best-in-class support and solutions. In this role, you will be responsible for managing a team of technical support representatives and ensuring the highest level of customer satisfaction. If you have excellent communication skills, a strong technical background, and a desire to make a positive impact, we want to hear from you!
- Manage a team of technical support representatives, including hiring, training, and setting performance goals.
- Develop and implement processes and procedures for efficient and effective technical support operations.
- Monitor and analyze team performance metrics to identify areas for improvement and implement strategies for increased productivity.
- Ensure team members are providing timely and accurate resolutions to customer inquiries and issues.
- Collaborate with cross-functional teams, including product and engineering, to address and resolve complex customer issues.
- Stay updated on industry trends and advancements to continuously improve the technical support process.
- Handle escalated customer complaints and ensure prompt and satisfactory resolution.
- Conduct regular team meetings and training sessions to ensure team members are up-to-date on product knowledge and support techniques.
- Develop and maintain strong relationships with customers to promote customer loyalty and retention.
- Utilize feedback from customers to make recommendations for product improvements and updates.
- Maintain a positive and collaborative work environment within the technical support team.
- Keep track of budget and resource allocation to ensure efficient use of company resources.
- Prepare and present reports on team performance, customer feedback, and operational efficiency to upper management.
- Act as a point of contact for technical support escalations from other departments or external partners.
- Continuously identify and implement strategies for improving customer satisfaction and loyalty.
Extensive Technical Knowledge: A Technical Support Manager Should Have A Strong Understanding Of The Company's Products And Services, As Well As The Underlying Technology And Systems. This Includes Experience With Cloud-Based Software And Various Operating Systems.
Leadership Skills: The Role Of A Technical Support Manager Involves Managing A Team Of Support Specialists, So Strong Leadership Skills Are Essential. This Includes The Ability To Motivate And Mentor Team Members, Delegate Tasks Effectively, And Resolve Conflicts.
Customer Service Experience: Technical Support Managers Must Have A Customer-Centric Mindset And Be Able To Handle Challenging Customer Situations. They Should Have Previous Experience In A Customer Service Or Technical Support Role, With A Track Record Of Delivering High-Quality Support To Customers.
Problem-Solving Abilities: As A Technical Support Manager, One Must Be Able To Troubleshoot Complex Technical Issues And Provide Effective Solutions. This Requires Strong Analytical Skills, Attention To Detail, And The Ability To Think Critically Under Pressure.
Communication Skills: Effective Communication Is Crucial In This Role, As Technical Support Managers Are Responsible For Communicating With Both Technical And Non-Technical Stakeholders. They Must Be Able To Convey Technical Information In A Clear And Concise Manner And Build Strong Relationships With Customers And Team Members.
Project Management
Training
Troubleshooting
Communication
Time Management
Conflict Resolution
customer service
Analytical Thinking
Team Leadership
Problem-Solving
Software Proficiency
Technical Knowledge
Communication
Conflict Resolution
Leadership
Interpersonal Skills
creativity
Organization
Teamwork
Adaptability
Problem-Solving
Time-Management
According to JobzMall, the average salary range for a Technical Support Manager is between $64,000 and $95,000 per year. This can vary depending on location, experience, and the specific industry or company the manager works for. In some cases, Technical Support Managers can earn up to $120,000 or more per year.
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DocuSign, Inc. is an American company headquartered in San Francisco, California that allows organizations to manage electronic agreements.
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