Manager, Customer Technical Support, Resi

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. Apply for this job