Ecommerce Technical Support Manager

Insight Global is looking for an E-Commerce Technical support Manager. This person is responsible for owning the client's e-commerce customer's technical support process. Partnering across departments, they ensure that when customers need technical assistance, they get the help they needed quickly. Duties will include: Create, manage, improve, and deploy technical support processes and scripts within the organization following industry standard frameworks / methodologies (ITIL and other), Deliver best practices to scale e-commerce customer service across the organization, Plan and execute processes to support business operations by developing and implementing customer service improvement strategies, Initiates ongoing collection of system-related VOC, analysis feedback and makes recommendations to prioritize enhancements, Create and implement incident, problem and change management policies and procedures, Build, publish and manage the service support catalog / knowledgebase and enable self-service through an effective service management strategy, Implement continual service improvement through process reviews, metrics reporting, and trend analysis, Partners with product owners and internal SMEs to solve more complex customer issues quickly, while capturing and disseminating new knowledge articles for use by Tier I and II support analysts, Reports and tracks defects uncovered during the customer support process, Follows up with customers and internal teams to communicate issue resolutions, Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services.