Job Description

Is this you? An operations professional with a passion for improving operational workflow and making decisions based on data. A self-starter who works well individually or with a team to ensure the job gets done.Who are we? So glad you asked! Opti9 is a top hybrid cloud solutions provider. Were committed to delivering industry-leading solutions to our customers based on their unique business needs. For those looking to the public cloud, were an AWS Advanced Consulting Partner and Certified Solution Provider focused on migration, optimization, transformation, and cloud-first application consulting. We also specialize in managed cloud, backup, and disaster recovery.We have a fun, casual culture that embraces fresh ideas and innovation. Were customer-driven and we are looking for authentic and accountable team players to collaborate with us to reach our goals.What would you do? As the Technical Support Manager, you will help support the daily operations of our company. The Technical Support Manager will manage our 24x7 Tier I and II technical support agents, be the face of the service organizations, and ensure customer issues are resolved quickly across the organization. Leveraging your strategic vision and operational expertise, you will drive initiatives to enhance customer satisfaction, optimize support processes, and ensure successful resolution of client issues. Your leadership will be instrumental in shaping the companys customer support strategy.What are the details?
Primary Responsibilities:Facilitates and oversees the technical support and helpdesk roles, ensuring practical and helpful support is provided to end usersWork with other departments to develop documentation standards for internal and customer-dedicated workloadsDrafting and mailing customer correspondence due to scheduled maintenance and or outagesAnalyze and improve organizational processes and workflowEstablishes procedures to document and consistently communicate the status of work to senior leadershipLead the development, implementation, and tracking of departmental goals and strategiesMaintains knowledge base of trends and developments with Opti9 support tools or 3rd party vendor systems, developing and nurturing our knowledge base platformThis position will oversee a team of Level I and Level II employees working to support customersThe Technical Support manager will need to have mastered the essential technical functions of Level I and II systems and tools to assist in any escalations and troubleshootingThe Manager will be responsible for metrics, cross-training, and improvements to the customer experience and ensure excellence in overseeing the technical support day-to-day activitiesDefine, track and report delivery commitments, management of incidents owned by the team, and be the Point of Contact (POC) on High/Urgent tickets bridges and initial escalation point to coordinate the right platform/technical resources neededEnsure customer issues are escalated to the Level III teams in the organization when appropriate and work with other key leaders to ensure problems are resolved within our SLA requirementsAudit calls & tickets to ensure they are clearly documented and properly trackedBe available for on-call support for Crisis Management and/or escalationsMonitor, evaluate, and improve the overall support process, including unresolved open cases, abandon rates, escalation to other teams, phone skills, and customer escalationsEnsure appropriate personnel, business policies, objectives, and procedures are in place within the organization to drive excellence in Technical Support, impact product reliability, and facilitate revenueDefine KPIs and operational annual goalsWhat do you know?
Technical Knowledge and Experience:Hands-on experience with Networking, VMware/Cloud, Backup and Disaster Recovery tools (Veeam/Zerto)Ticket System experience, preferably Zendesk5+ years experience working within a service desk organizationGeneral Knowledge and Experience:Attention to detailVerbal and written communication skillsFirm grasp on IT infrastructure and operations best practicesStrong critical thinking and decision-making skillsProcess and procedure developmentScheduling and coordination experienceTime management and ability to multi-taskExperience working in a team environment and ability to adapt to a fast-changing environmentWhat do you get from us?PTOMedical & Dental InsuranceRetirement plan with company matchHealthy Rewards ProgramEAP benefitsCasual atmosphereRecognition ProgramsOption to be a remote/hybrid positionGroup Volunteer OpportunitiesA great place to spend most of your time!Opti9 provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other legally protected characteristic.Powered by JazzHR

Opti9 Technologies