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Technical Support Manager

2 meses atrás

São Paulo, São Paulo, Brasil Cepheid Tempo inteiro

Job Summary:

The Technical Customer Support Manager is responsible for leading the daily activities of the Tier 1 Technical Support Team at Cepheid. This role ensures the successful delivery of the first step in the Customer Care journey, driving successful troubleshooting, escalation, and resolution of inquiries reported by customers.

Key Responsibilities:

  • Establish clear goals, expectations, and direction for the team.
  • Monitor Contact Center queues and staffing levels in real-time.
  • Ensure team schedule adherence and monitor overall team productivity.
  • Ensure key performance indicators, including Live Rate, Response, and Resolution Times, are met.
  • Work directly with customers as needed to resolve escalated complaints and survey feedback.
  • Coordinate the review of customer complaints to ensure accuracy and compliance.
  • Initiate and deliver programs and projects to improve team productivity and customer satisfaction.
  • Work cross-functionally with Cepheid departments, including Sales, Service, and Quality.
  • Maintain a high level of expertise and technical proficiency with Cepheid products.
  • Ensure team adherence to Quality Management System procedures.
  • Meet with team and associates regularly to provide coaching and performance feedback.
  • Implement corrective action plans when necessary.

Requirements:

  • Ability to lead people, tasks, and projects, with occasional overnight travel.
  • Customer-focused and action-oriented, with a sense of urgency to support customers.
  • Able to motivate a team and encourage them to seek out process improvements.
  • Engage others in assessing and responding to the impact of change.
  • Ability to multitask, prioritize the critical few, and delegate work appropriately.
  • Bachelor's degree in a related field, with relevant work experience.
  • Fluent English required, with excellent verbal and written communication skills.
  • Preferable experience in Contact Center, Technical Support, or Customer Service supervisory roles.
  • Familiarity with CRM/ERP systems and associated analytical tools.
  • Proficient in MS Office.