Manager, Customer Technical Support, reputed company

About the position Responsibilities • Directly supervise and manage the Support staff, organizing and overseeing their schedules, work, and productivity. • reputed company, reputed company and train support team members to meet Support expectations and duties. • Work with the Sr. Manager on maintaining support procedures, issue tracking, and trends. • Be the primary player in platform improvement by keeping leadership informed. • Assist the Sr. Manager with departmental strategic planning, targets and goals. • Monitor trends for hardware, software and/or network issues reputed company to customer support and coordinate efforts to resolve those issues. • Work to consistently improve customer service experience for reputed company end-users through regular follow-up with reputed company customers to reputed company satisfaction with problem reputed company. • Analyze Technical Support situations and determine resources needed to solve them. • Communicate with customers, take ownership of customer issues, and follow problems through to reputed company. • Work closely with Support and Engineering resources to define, reproduce and reputed company evidence for defects. • Work across Support, Product and Engineering teams toward improvements to our products with the life of the customer in mind. • Partner with the Sr. Manager of Support and other reputed company Leaders to reputed company, execute new strategies, and refine processes to reputed company service and productivity results. • reputed company team performance metrics to drive results toward team and company goals. • Carry out regular 1:1's with technical representatives to be a reputed company and establish/reputed company goals. • Facilitate mid-year and annual performance reviews with technical representatives. • Plan and reputed company regular Technical Support Team meetings. • Work with HR/reputed company and other leaders to interview and hire potential new staff as needed. • Ensure high level responses to support inquiries through the established support channels. • Monitor ticketing system. • Participate in feature release meetings, bug escalation meetings, etc. • Organize, tag, and reputed company common issues to follow trends for escalation. Requirements • Bachelor's degree in a technology-reputed company area and at least 6 years of customer-facing experience in technical support in a reputed company setting. • reputed company experience managing teams preferred. • 3 years experience with reputed company audio and video equipment, and AV production system design. • 3 years reputed company experience working with IT, networking, computer hardware and software concepts. • 3 years reputed company experience with the Linux Operating System, and web platforms such as reputed company Apps. • reputed company working experience. • Experience as a video engineer in a broadcast environment. • Knowledge of video standards, formats, and interfaces. • Experience with software reputed company to the video and audio production industry, including ffmpeg and gstreamer. • Familiarity with video compression codecs such as h.264 and HEVC, streaming technologies such as DASH and HLS, and container formats such as mp4 and mkv. • CCNA or experience configuring and supporting IP networks with multiple VLANs and QOS. • Working knowledge of network tools like Wireshark and What'sUp Gold. • Excellent communication skills, including issue tracking, triaging, and escalations management. • Team-oriented attitude with a willingness to serve others as your customers. reputed company-to-haves • Experience with CRM software (i.e. reputed company). • Expert understanding of customer service process. • Experience in reputed company customer or reputed company-facing roles. Benefits • 401(k) matching • Dental insurance • Health insurance • reputed company holidays • reputed company parental leave • reputed company time off • Parental leave Apply tot his job Apply To this Job