At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Manager, Customer Technical Support, Resi, you'll play a pivotal role in shaping the future of our customer support team. If you're passionate about delivering top-notch support, driving team success, and staying ahead of the curve in the ever-evolving tech landscape, we want to hear from you.
**About arenaflex**
arenaflex is a leading innovator in the tech industry, dedicated to pushing the boundaries of what's possible. Our team of experts is passionate about creating cutting-edge solutions that transform the way businesses operate. With a strong focus on customer satisfaction, we're committed to delivering exceptional experiences that exceed expectations. As a Manager, Customer Technical Support, Resi, you'll be part of a dynamic team that's shaping the future of customer support.
**Responsibilities**
As a Manager, Customer Technical Support, Resi, you'll be responsible for leading our Support team, driving team success, and delivering exceptional customer experiences. Your key responsibilities will include:
* Directly supervising and managing the Support staff, organizing and overseeing their schedules, work, and productivity.
* Coaching, developing, and training support team members to meet Support expectations and duties.
* Working with the Sr. Manager to maintain support procedures, issue tracking, and trends.
* Serving as the primary player in platform improvement by keeping leadership informed.
* Assisting the Sr. Manager with departmental strategic planning, targets, and goals.
* Monitoring trends for hardware, software, and/or network issues related to customer support and coordinating efforts to resolve those issues.
* Working to consistently improve customer service experience for all end-users through regular follow-up with internal and external customers to gauge satisfaction with problem resolution.
* Analyzing Technical Support situations and determining resources needed to solve them.
* Communicating with customers, taking ownership of customer issues, and following problems through to resolution.
* Working closely with Support and Engineering resources to define, reproduce, and gather evidence for defects.
* Collaborating with Support, Product, and Engineering teams toward improvements to our products with the life of the customer in mind.
* Partnering with the Sr. Manager of Support and other Customer Success Leaders to develop, execute new strategies, and refine processes to raise service and productivity results.
* Tracking team performance metrics to drive results toward team and company goals.
* Conducting regular 1:1's with technical representatives to be a coach and establish/track goals.
* Facilitating mid-year and annual performance reviews with technical representatives.
* Planning and leading regular Technical Support Team meetings.
* Working with HR/Recruiting and other leaders to interview and hire potential new staff as needed.
* Ensuring high-level responses to support inquiries through the established support channels.
* Monitoring ticketing system.
* Participating in feature release meetings, bug escalation meetings, etc.
* Organizing, tagging, and tracking common issues to follow trends for escalation.
**Requirements**
To succeed in this role, you'll need:
* A Bachelor's degree in a technology-related area and at least 6 years of customer-facing experience in technical support in a professional setting.
* Professional experience managing teams preferred.
* 3 years of experience with professional audio and video equipment, and AV production system design.
* 3 years of professional experience working with IT, networking, computer hardware, and software concepts.
* 3 years of professional experience with the Linux Operating System, and web platforms such as Google Apps.
* SaaS working experience.
* Experience as a video engineer in a broadcast environment.
* Knowledge of video standards, formats, and interfaces.
* Experience with software related 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.
**Nice-to-haves**
While not required, experience with the following would be a plus:
* Experience with CRM software (i.e. Salesforce).
* Expert understanding of customer service process.
* Experience in direct customer or client-facing roles.
**Benefits**
As a valued member of our team, you'll enjoy:
* 401(k) matching
* Dental insurance
* Health insurance
* Paid holidays
* Paid parental leave
* Paid time off
* Parental leave
**What We Offer**
At arenaflex, we're committed to creating a work environment that's both challenging and rewarding. As a Manager, Customer Technical Support, Resi, you'll have the opportunity to:
* Work with a talented team of experts who are passionate about delivering exceptional customer experiences.
* Develop and grow your skills in a dynamic and ever-evolving industry.
* Contribute to the development of innovative solutions that transform the way businesses operate.
* Enjoy a competitive compensation package, including benefits and perks.
* Participate in regular training and development opportunities to enhance your skills and knowledge.
* Collaborate with cross-functional teams to drive business success and customer satisfaction.
**How to Apply**
If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to our team's success.