About us: IndusTrack provides a complete field management software for HVAC, Plumbing, Electrical service contractors. We have a CRM, dispatching, estimation, and invoicing software for both office and field staff. We are looking for a technical support manager. For more information, please see details below. Roles and Responsibilities: - Build and develop a self-sustaining support team - Serve as an escalation point for customer issues - Create, develop, and administer processes for Technical Support. - Work to ensure staff understands and effectively uses processes. - Provide resources, channels, and guidance for the team to ensure our customers receive the highest quality Technical Support. - Ensure target response times are monitored and requests are processed at a time consistent with the efforts of the organization. - Continually monitor inbound volume across a variety of mediums to ensure staff is focused in the appropriate areas. - Support customer retention efforts through a focus on delivering best-in-class customer service that exceeds customer expectations. - Deliver reports and measurements of metrics and performance to staff and management - Continually work to identify gaps in technical, product, and process knowledge, and work with appropriate parties to create and deliver resources to teams - Create and encourage methods for facilitating knowledge transfer within the Technical Support department, as well as cross-departmentally - Monitor key performance indicators for use in providing direction and feedback at both a departmental and individual level - Work to ensure that the regional team is acting as part of the 24/7 Global organization - Collaborate across Technical Support and cross-departmentally in pursuit of departmental and company goals - Other duties and special projects as assigned Qualifications: - Must have 5+ years of experience in Technical support management - Bachelor's or master’s degree in a technical field - Prior experience working the graveyard or night shift - Stable Internet, with a backup ISP (prepaid wireless modems are acceptable) - Reading comprehension ability - Amenable to being assigned in a work-from-home setup - Conducive workspace away from distractions - Noise Cancelling USB headset - Laptop/Desktop at least i3 or its equivalent with 4GB RAM and 500MB HDD 40 hours work week, no work on Saturdays Type contract: independent contractor Tipo de puesto: Tiempo completo, Freelance