Tech Support

Job Listing Support Team Manager at Upgrade to see actual info

**Company Overview:**
Welcome to Upgrade to see actual info! We are a premier supplier of ID card printers and design software, dedicated to providing top-notch products and services to our valued customers. We are expanding our team and are on the lookout for a talented and dynamic individual to join us for a long-term position.

**Position: Support Team Manager**
We are excited to add a new member to our superstar support team! This full-time position is scheduled from 9am EST to 6pm EST, Monday through Friday.

**Key Responsibilities:**
- Answering phone calls and responding to inquiries.
- Providing tech support for our printers and software.
- Operating our website’s live chat.
- Responding to customer emails.
- Handling customer feedback and resolving issues.
- Managing team incentives, such as bonuses and rewards for achieving 5-star reviews.
- Overseeing SOPs and procedures.
- Managing a 6-person tech support team and 1 customer service representative.
- Ensuring all tickets are handled, including email, phone, chat, website, and WhatsApp.
- Taking regular customer calls (50% of the job).
- Reorganizing the team and processes to ensure all relevant information is consolidated and accessible.
- Performing regular managerial tasks to ensure the team’s efficiency and success.

**What We’re Looking For:**
We need someone with a friendly and enthusiastic personality who can work independently with minimal supervision. The ideal candidate will have at least 5 years of experience in a managerial role, preferably in a tech support environment. This role includes varied and interesting tasks, offering a dynamic work environment.

**Requirements:**
- Must have at least 3 years of managerial experience, preferably in tech support.
- Very stable and fast internet connection with a minimum download speed of 100 Mbps.
- A working computer with 2 large monitors.
- Minimal to no power outages in the area.
- Excellent organizational skills.
- Strong written and verbal English skills (C1 or C2 level).
- Excellent attention to detail.
- Proactive and enthusiastic self-starter.
- Good phone and email communication skills.
- Empathy and strong people management skills.
- Preference for candidates who are married and/or have children, as this often brings valuable life experience and stability to the role.

**Application Instructions:**
If you meet the above requirements and are ready to join a dynamic and exciting team, please follow the link to apply: [Apply Here](Upgrade to see actual info)

**We Can’t Wait to Meet You**
Thank you and good luck! We hope to welcome you onboard soon!

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