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Manager, Technical Customer Service
Lead technical support team to improve customer satisfaction and technical issue resolution efficiency
Atlanta
Mid-Level
yesterday
Wolters Kluwer
A global provider of professional information, software solutions, and services for healthcare, tax and accounting, governance, risk and compliance, and legal sectors.
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Manager, Technical Customer Service
As a Manager, Technical Customer Service, you will lead a team of entry-level professionals, overseeing their day-to-day activities and providing guidance and support. Your primary focus will be on ensuring that your team delivers exceptional post-sale technical support services, including installation, troubleshooting, problem resolution, and maintenance of company products and services. You will play a pivotal role in helping your team develop their skills and grow in their roles while ensuring customer satisfaction and high service standards.
Responsibilities:
- Supervise the daily activities of entry-level Preparer technical support staff.
- Provide guidance and training to team members to enhance their technical skills.
- Oversee the installation and setup of company products and services for customers.
- Troubleshoot and resolve technical issues reported by customers.
- Ensure timely and accurate resolution of customer problems.
- Monitor team performance and provide regular feedback and coaching.
- Collaborate with other departments to address complex technical issues.
- Maintain up-to-date knowledge of company products and services.
- Develop and implement best practices for technical support processes.
- Ensure compliance with company policies and quality standards.
Skills:
- Preparer Technical Troubleshooting: Ability to diagnose and resolve technical issues.
- Customer Service: Strong focus on delivering exceptional customer support.
- Team Leadership: Skills in guiding and mentoring a team.
- Communication: Effective verbal and written communication abilities.
- Time Management: Ability to prioritize tasks and manage time efficiently.
- Product Knowledge: In-depth understanding of company products and services.
- Problem Solving: Capability to identify solutions to technical challenges.
- Collaboration: Working effectively with other departments and teams.
About Wolters Kluwer
A global provider of professional information, software solutions, and services for healthcare, tax and accounting, governance, risk and compliance, and legal sectors.