Edtech.com's Summary

Crucial Learning is hiring a Manager of Technical Customer Support. The manager will oversee the performance and development of the Technical Customer Support team, ensuring high-quality service and efficient handling of technical and general client support. This role requires collaboration with various departments and leading initiatives to improve customer experience.

Highlights

Oversee Technical Customer Support team's day-to-day operations and development
Manage ticket queue and ensure SLA compliance
Become a subject matter expert on Crucial Learning’s digital products
Provide coaching and conduct quality assurance audits
Proficiency required in Microsoft Office and Zoom
3-5 years of technical troubleshooting experience and at least 1 year in management
Competitive salary with comprehensive health and retirement benefits
Includes professional development opportunities and a flexible work environment
Ability to travel to in-person events at least once a year

Manager of Technical Customer Support Full Description

Careers At Crucial Learning

Manager of Technical Customer Support

Department: | Operations: Product Ops

Manager of Technical Customer Support

Reports To: Senior Manager, Technical Customer Support

Employment Type: Full Time, FSLA Status: Exempt, EEO Category: First/Mid-Level Officials and Managers

The Impact you Will Have:

As Manager of the Technical Customer Support team (Help Desk), you will oversee the quality and execution of the team’s deliverables, as well as the growth and development of the team’s specialists. You will share in the team’s responsibility for daily technical & general support of our clients and colleagues, putting customer service front and center. You will become a subject matter expert on Crucial Learning’s digital products and systems and collaborate with various departments throughout the organization to grow the functionality of the team. This position sits in the Client Experience & Operations (CX&O) team. As manager of Technical Customer Support Team, you will work closely with other CX&O leaders to develop and drive key department initiatives.

What You’ll Do:

Manage the Technical Customer Support Team in their day-to-day work
You will manage the ticket queue, ensuring that all tickets are responded to within SLA.
Be the primary point of contact and subject matter expert on all Crucial Learning digital products and systems
Provide guidance, motivation, and coaching to the Technical Customer Support Specialists
Perform weekly quality assurance audits of the team’s activities to ensure accuracy and exceptional customer service
Create and update standard operating procedures and documentation for the team and end-users
Act as a resource for the team and escalations
Define, manage, and measure SLAs
Host walk-through meetings via a web conferencing system to educate users at every level within an organization on our digital platforms, systems, and product offerings
Take command of a situation and project manage various stakeholders to a successful solution
Collaborate with managers from other teams to streamline the client experience from team to team.
Use internal resources (depository of knowledge articles and colleagues) and external resources (search engines, product help centers and troubleshooting forums) to find solutions
Function as liaison with in-house personnel and outside vendors and clients to assist in the evaluation of technical needs & functionality
Model Help Desk processes and create best practices across the firm’s digital support function as needed
Think outside the box to create new processes that optimize both the client and employee experiences.
Provide support for the Help Desk’s after-hours emergency phone line.

What You’ll Need:

Preferred college degree, Bachelor’s or higher
3-5 years of direct experience troubleshooting technical issues
At least 1 year of management experience
Proficient in the following Microsoft Office Applications: Outlook, Teams, Excel, PowerPoint, ShareFile, Word
Understanding of, and experience with, Zoom required.
- Additional video conferencing platforms preferred (WebEx, Google Meets, etc.)
Experience with Salesforce preferred
Exemplary customer service skills delivered through written, verbal, and video conferencing mediums
Flexible mindset, open to change
Must be organized and detail oriented, including the ability to operate with high energy in a fast-paced environment
Demonstrated troubleshooting skills and the flexibility to pivot when needed
Ability to manage a team, led by example, and build a cohesive and highly productive team
Demonstrated success in the improvement of an operation, with measurable benefits
Proven ability to manage multiple projects and juggle competing priorities and deadlines
Ability to project manage key initiatives, providing milestone reporting and status updates
Excellent interpersonal skills and the ability to build coalitions and consensus among functional leaders to achieve cross functional improvements
Must be able to work independently, exercise good judgment, and respond quickly to a variety of business demands
Ability to work within a 360-degree feedback environment
Ability to work 40 hours a week during standard US business hours and additional hours on occasion
Must be able to travel to in-person events at least once a year
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

Access to some of the richest professional development programs.
A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
Access to health benefits and wellness programs for employees and families.
The ability to work in a flexible work environment.
Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

The first step is to apply to the role. If your experience matches our needs, you will be reached out to by a member of the HR team to set up a call to learn more about you. From there, you can expect to meet with the hiring manager and some other members of the team. We like to connect over the phone, via Zoom and sometimes, in person (when applicable)!

AAP:

Crucial Learning provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Crucial Learning complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Crucial Learning expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Crucial Learning’s employees to perform their job duties may result in discipline up to and including discharge.

If you are vision-impaired or have some other disability under the Americans with Disabilities Act or a similar law, and you wish to discuss potential accommodations related to applying for employment at Crucial Learning, please contact our Recruitment department at hr@cruciallearning.com.

ADA (American with Disabilities Act) Information

Work is performed primarily in an office setting
Operates standard office equipment to include a computer, calculator, copier, fax, telephone

Original Job Description

Careers At Crucial Learning

Manager of Technical Customer Support

Department: | Operations: Product Ops

Manager of Technical Customer Support

Reports To: Senior Manager, Technical Customer Support

Employment Type: Full Time, FSLA Status: Exempt, EEO Category: First/Mid-Level Officials and Managers

The Impact you Will Have:

What You’ll Do:

Manage the Technical Customer Support Team in their day-to-day work
You will manage the ticket queue, ensuring that all tickets are responded to within SLA.
Be the primary point of contact and subject matter expert on all Crucial Learning digital products and systems
Provide guidance, motivation, and coaching to the Technical Customer Support Specialists
Perform weekly quality assurance audits of the team’s activities to ensure accuracy and exceptional customer service
Create and update standard operating procedures and documentation for the team and end-users
Act as a resource for the team and escalations
Define, manage, and measure SLAs
Host walk-through meetings via a web conferencing system to educate users at every level within an organization on our digital platforms, systems, and product offerings
Take command of a situation and project manage various stakeholders to a successful solution
Collaborate with managers from other teams to streamline the client experience from team to team.
Use internal resources (depository of knowledge articles and colleagues) and external resources (search engines, product help centers and troubleshooting forums) to find solutions
Function as liaison with in-house personnel and outside vendors and clients to assist in the evaluation of technical needs & functionality
Model Help Desk processes and create best practices across the firm’s digital support function as needed
Think outside the box to create new processes that optimize both the client and employee experiences.
Provide support for the Help Desk’s after-hours emergency phone line.

What You’ll Need:

Preferred college degree, Bachelor’s or higher
3-5 years of direct experience troubleshooting technical issues
At least 1 year of management experience
Proficient in the following Microsoft Office Applications: Outlook, Teams, Excel, PowerPoint, ShareFile, Word
Understanding of, and experience with, Zoom required.
- Additional video conferencing platforms preferred (WebEx, Google Meets, etc.)
Experience with Salesforce preferred
Exemplary customer service skills delivered through written, verbal, and video conferencing mediums
Flexible mindset, open to change
Must be organized and detail oriented, including the ability to operate with high energy in a fast-paced environment
Demonstrated troubleshooting skills and the flexibility to pivot when needed
Ability to manage a team, led by example, and build a cohesive and highly productive team
Demonstrated success in the improvement of an operation, with measurable benefits
Proven ability to manage multiple projects and juggle competing priorities and deadlines
Ability to project manage key initiatives, providing milestone reporting and status updates
Excellent interpersonal skills and the ability to build coalitions and consensus among functional leaders to achieve cross functional improvements
Must be able to work independently, exercise good judgment, and respond quickly to a variety of business demands
Ability to work within a 360-degree feedback environment
Ability to work 40 hours a week during standard US business hours and additional hours on occasion
Must be able to travel to in-person events at least once a year
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

What You’ll Get:

Access to some of the richest professional development programs.
A variety of benefits. Programs include health benefits, life insurance, income protection and retirement savings plan with employer contributions to assist with your health & financial security today and in the years ahead.
Access to health benefits and wellness programs for employees and families.
The ability to work in a flexible work environment.
Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.

The Process:

AAP:

ADA (American with Disabilities Act) Information

Work is performed primarily in an office setting
Operates standard office equipment to include a computer, calculator, copier, fax, telephone

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Manager of Technical Customer Support

Edtech.com's Summary

Manager of Technical Customer Support Full Description

Customer Support Specialist

Technical Support Representative Tier 1

Customer Service Rep I

Customer Support Generalist

Support Engineer II - Frontline Central