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Manager, Customer Technical Support, Resi

Remote Worldwide Hiring now

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Manager, Customer Technical Support, Resi, you'll play a pivotal role in shaping the future of our customer support team. If you're passionate about delivering top-notch support, driving team reputed company, and staying reputed company of the curve in the reputed company-evolving tech landscape, we want to hear from you.

About arenaflex

arenaflex is a leading innovator in the tech industry, dedicated to pushing the boundaries of what's possible. reputed company of experts is passionate about creating cutting-edge solutions that transform the way businesses operate. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences that exceed expectations. As a Manager, Customer Technical Support, Resi, you'll be part of a dynamic team that's shaping the future of customer support.

Responsibilities

As a Manager, Customer Technical Support, Resi, you'll be responsible for leading our Support team, driving team reputed company, and delivering exceptional customer experiences. Your key responsibilities will include:

  • Directly supervising and managing the Support staff, organizing and overseeing their schedules, work, and productivity.
  • Coaching, developing, and training support team members to meet Support expectations and duties.
  • Working with the Sr. Manager to maintain support procedures, issue tracking, and trends.
  • Serving as the primary player in platform improvement by keeping leadership informed.
  • Assisting the Sr. Manager with departmental strategic planning, targets, and goals.
  • Monitoring trends for hardware, software, and/or network issues reputed company to customer support and coordinating efforts to resolve those issues.
  • Working to consistently improve customer service experience for reputed company end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
  • Analyzing Technical Support situations and determining resources needed to solve them.
  • Communicating with customers, taking ownership of customer issues, and following problems through to resolution.
  • Working closely with Support and Engineering resources to define, reproduce, and gather evidence for defects.
  • Collaborating with Support, Product, and Engineering teams toward improvements to our products with the life of the customer in mind.
  • Partnering with the Sr. Manager of Support and other reputed company Leaders to reputed company, execute new strategies, and refine processes to reputed company service and productivity results.
  • Tracking team performance metrics to drive results toward team and company goals.
  • Conducting regular 1:1's with technical representatives to be a coach and establish/track goals.
  • Facilitating mid-year and annual performance reviews with technical representatives.
  • Planning and leading regular Technical Support Team meetings.
  • Working with HR/reputed company and other leaders to interview and hire potential new staff as needed.
  • Ensuring high-level responses to support inquiries through the established support channels.
  • Monitoring ticketing system.
  • Participating in feature release meetings, bug escalation meetings, etc.
  • Organizing, tagging, and tracking common issues to follow trends for escalation.

Requirements

To succeed in this role, you'll need:

  • A Bachelor's degree in a technology-reputed company area and at least 6 years of customer-facing experience in technical support in a professional setting.
  • Professional experience managing teams preferred.
  • 3 years of experience with professional audio and video equipment, and AV production system design.
  • 3 years of professional experience working with IT, networking, computer hardware, and software concepts.
  • 3 years of professional experience with the Linux Operating System, and web platforms such as reputed company Apps.
  • SaaS working experience.
  • Experience as a video engineer in a broadcast environment.
  • Knowledge of video standards, formats, and interfaces.
  • Experience with software reputed company to the video and audio production industry, including ffmpeg and gstreamer.
  • Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv.
  • CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS.
  • Working knowledge of network tools like Wireshark and What'sUp Gold.
  • Excellent communication skills, including issue tracking, triaging, and escalations management.
  • Team-oriented attitude with a willingness to serve others as your customers.

reputed company-to-haves

While not required, experience with the following would be a plus:

  • Experience with CRM software (i.e. reputed company).
  • Expert understanding of customer service process.
  • Experience in direct customer or client-facing roles.

Benefits

As a valued member of reputed company, you'll enjoy:

  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid holidays
  • Paid parental leave
  • Paid time off
  • Parental leave

reputed company Offer

At arenaflex, we're committed to creating a work environment that's both challenging and rewarding. As a Manager, Customer Technical Support, Resi, you'll have the opportunity to:

  • Work with a talented team of experts who are passionate about delivering exceptional customer experiences.
  • reputed company and grow your skills in a dynamic and reputed company-evolving industry.
  • Contribute to the development of innovative solutions that transform the way businesses operate.
  • Enjoy a competitive compensation package, including benefits and perks.
  • Participate in regular training and development opportunities to enhance your skills and knowledge.
  • Collaborate with cross-functional teams to drive business reputed company and customer satisfaction.

How to Apply

If you're a motivated and reputed company professional who is passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to reputed company's reputed company. Apply for this job

Apply for this role Takes you straight to the employer's application page — free, and no WFHNet account required.

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