Ursus Inc
Technical Support Manager
Ursus Inc, Plano, Texas, us, 75086
JOB TITLE: Technical Support ManagerLOCATION: Plano, TXDURATION: 4-6 week contract to hireRATE RANGE: 50-60/hr
SUMMARY:
As the Technical Support Lead/Manager at XOPS, you will be a working manager responsible for leading and managing our customer support team to ensure the highest level of service delivery. This role requires a proactive leader who can effectively manage a team, directly contribute to resolving customer issues, and maintain strong customer relationships.
RESPONSIBILITIES:Team Leadership:
Lead, mentor, and manage a team of customer support professionals, fostering a culture of excellence and continuous improvement.Customer Engagement:
Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.Jira Service Management:
Utilize Jira Service Management to manage support tickets, workflows, and reporting. Ensure the team is fully trained and proficient in using the platform.Hands-On Support:
Directly participate in the resolution of complex customer issues, providing technical guidance and support to the team as needed.Reporting & Analytics:
Monitor and report on key performance metrics, using data-driven insights to improve support operations.Customer Satisfaction:
Continuously monitor customer feedback and satisfaction levels, implementing strategies to improve overall customer experience.QUALIFICATIONS:
Bachelor's Degree
in a related field (e.g., Computer Science, Information Technology, Business Administration).5+ years of experience
in a customer support role within a SaaS environment, with at least 2 years in a lead or manager position.Experience with Jira Service Management
or similar customer support tools.Proven experience
in leading and developing high-performing teams.Excellent communication skills , both written and verbal, with the ability to engage with customers and internal stakeholders at all levels.Customer-focused , with a passion for delivering exceptional service and building strong customer relationships.
IND123
SUMMARY:
As the Technical Support Lead/Manager at XOPS, you will be a working manager responsible for leading and managing our customer support team to ensure the highest level of service delivery. This role requires a proactive leader who can effectively manage a team, directly contribute to resolving customer issues, and maintain strong customer relationships.
RESPONSIBILITIES:Team Leadership:
Lead, mentor, and manage a team of customer support professionals, fostering a culture of excellence and continuous improvement.Customer Engagement:
Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.Jira Service Management:
Utilize Jira Service Management to manage support tickets, workflows, and reporting. Ensure the team is fully trained and proficient in using the platform.Hands-On Support:
Directly participate in the resolution of complex customer issues, providing technical guidance and support to the team as needed.Reporting & Analytics:
Monitor and report on key performance metrics, using data-driven insights to improve support operations.Customer Satisfaction:
Continuously monitor customer feedback and satisfaction levels, implementing strategies to improve overall customer experience.QUALIFICATIONS:
Bachelor's Degree
in a related field (e.g., Computer Science, Information Technology, Business Administration).5+ years of experience
in a customer support role within a SaaS environment, with at least 2 years in a lead or manager position.Experience with Jira Service Management
or similar customer support tools.Proven experience
in leading and developing high-performing teams.Excellent communication skills , both written and verbal, with the ability to engage with customers and internal stakeholders at all levels.Customer-focused , with a passion for delivering exceptional service and building strong customer relationships.
IND123