Analyze and resolve N2 support calls for AVITA's products while ensuring correct application functioning. Engage in functional validations and technical troubleshooting for issue resolution.
SM
Hybrid Senior Manager, Global Technical Support – Call Recording, Analytics
Posted 36 minutes ago
About the role
- Senior Manager leading global technical support for Call Recording & Analytics at Smarsh. Collaborating with teams to enhance customer assistance and service delivery.
Responsibilities
- Manage and mentor a global team of technical support professionals
- Develop and retain talent, fostering career growth and progression
- Drive consistent processes and SOPs for support delivery
- Ensure high levels of customer satisfaction through effective support solutions
- Collaborate across functions to resolve escalated issues and improve supportability
- Generate reports on support metrics and present findings to stakeholders
Requirements
- 7-10 years of experience in B2B technical support
- 3-5 years successfully leading technical support organizations
- Industry experience with Voice Recording &/or Telephony Systems
- Experience with SIP Signaling and understanding of Linux and Windows Server
- Strong tactical decision-making and crisis management experience
- Passion for helping customers and team members succeed
- Proficient in using CRM business systems, Microsoft business applications, JIRA/Confluence
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Bonuses
- Stock options
- Equipment allowances
- Wellness programs
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