Technical Support Manager

Job Description
Title: Technical Support Manager
Reports to: CTO
Department: Service

Summary:
The Help Desk Manager is an escalation point for all service technicians and monitors support activity to ensure
timely resolution of all support tickets. In order to contribute to RCS’ award-winning sales and customer service,
all employees live by RCS’ Core Values:

1. Do the right thing

  • Integrity
  • Understand the value of reputation
  • Respect

2. Fun to work with

  • Be positive
  • Energetic
  • Intelligent
  • Engaged

3. Take Ownership

  • Enthusiastic
  • Passionate
  • Goes the extra mile
  • Runs with a problem

Key Responsibilities:

  • Review status of current support cases, work with team to guide to resolution based on superior customer service and Service Level Agreement (SLA)
  • Maintain and create policies and procedures
  • Create and maintain KPI’s for team members
  • Mentor and train team members
  • Work with Service Manager for resourcing between teams when applicable. Work between departments throughout company to maintain a cohesive unit.
  • Perform team meetings and quarterly and annual reviews with individual team members.
  • Review cases for accuracy, customer service and trending. Identify trends and work across departments to deliver customer focused training based on defined trends.
  • Complete reporting to various departments and members of Executive team on regular and on-demand basis
  • In emergency situations be available to provide on-demand technical support to customers via phone, email, remote control or face-to-face. Duties may also include updating and routing service tickets and technicians. Keep CTO and other members of Leadership abreast of any emergencies or customer
    concerns.
  • Be available during business hours for questions regarding escalations, customer concerns, etc. and after hours for emergency escalations. Resolve any customer or internal concerns in a timely manner with customer satisfaction.
  • Continuous process improvement
  • Adhere to all policies, procedures and standards governing RCS and the service department
  • Maintain a safe and secure work environment

Standards of Performance:

  • Exceptional Customer Service skills and a strong phone presence
  • Open minded, friendly, strong work ethic, self-motivated. Eager and willing to learn, mentor.
  • Strong written communication
  • Excellent time-management skills, ability to use and manage time tracking systems

Qualifications:

  • Representative must have a minimum of 5 years customer service experience
  • 1-3 years Help Desk experience preferred
  • 1-3 years Help Desk Manager or equivalent experience required
  • Experience in a 24x7x365 environment preferred
  • Experience with retail IT systems preferred
  • ITIL experience preferred

Working Conditions:

  • Located and able to work in the US, preferably from an RCS-based office space in NH
  • Working from general office desk, talking on the phone 10% of the day, working on a computer 90% of the day
  • Some travel may be required

Reports to: CTO
Work hours: Hours TBD based on needs

Please send your resume and a cover letter to hr@retailcontrolsystems.com