Position: Support lead
Company: HelloNote
Category: Support
Experience required: 5y
English level: upper

**Job Description**:
The Tech Support Manager will lead a team of technical support specialists in providing exceptional customer service and technical assistance to clients. They will be responsible for managing and developing the team, ensuring that they meet and exceed departmental and company goals, while maintaining a high level of customer satisfaction. The Tech Support Manager will also be responsible for communication between the front-end and development teams, acting as an intermediary for any escalated issues.


**Key Responsibilities**:
- Manage a team of technical support specialists, providing coaching, training, and development opportunities to enhance their skills;
- Develop and implement processes to improve customer satisfaction and increase efficiency;
- Act as an escalation point for complex technical issues and provide guidance and support to team members in resolving them;
- Collaborate with cross-functional teams to identify and resolve technical issues and ensure a seamless customer experience;
- Develop and maintain documentation, including knowledge base articles and standard operating procedures;
- Manage customer relationships and work with them to understand their technical needs and provide solutions that meet their requirements;
- Communicate any system updates to employees;
- Hold screenshares with clients for complex unresolved inquiries;
- Ensure timely responses to support inquiries;
- Analyze Zendesk reports to improve support efficiency.

**Key Requirements**:
- Certifications in ITIL, HDI, Customer Service and/or Project Management are highly desired.
- Minimum 5 years work-related experience with computer hardware, software, network environment, including work-related experience supervising a Service Desk offering customer service
- Minimum 3 years work-related experience managing projects and supervising Service Desk staff
- Proven knowledge in the areas of:
   -Project management;
   -Ticketing system administration and management;
   -Development of Service Level Agreements and Service Desk 
     deliverables;
   -Creation and maintenance of training materials and internal 
     system documentation.
- Problem-solving, troubleshooting and decision-making;
- Management and administration of:
   -O365, Azure AD, Endpoint, including Cloud based technologies 
     (Box, MS Teams, Azure, SharePoint, OneDrive, etc.);
   -Managing and securing mobile endpoint devices;
   -Audio/Visual hardware and software technologies (Crestron 
    devices, Webex, Zoom and other video conferencing 
    technologies).
- Familiarity with applications and platforms such as:
   -Salesforce, DocuSign, ArcGIS, FormAssembly, Adobe, 
     SurveyMonkey, Absorb LMS, Navex, SmartSheets.
- Exceptional written and oral communication skills;
- Exceptional interpersonal skills, with a focus on listening and questioning skills;
- Ability to quickly absorb and retain information;
- Ability to present ideas in user-friendly language to non-technical staff and end users;
- Keen attention to detail.