Technical Support Manager

Do you have what it takes?

ServerHub is seeking dedicated and motivated individuals who are looking for a prosperous career in the Cloud Services Industry. We are a small company and we are currently experiencing growth in our industry, we are working hard to make sure this growth is consistent and beneficial to our team. If you have the determination and perseverance to provide outstanding customer service on a steady rhythm, then this opportunity is for you.

The Job:

As a Technical Support Supervisor working on the Customer Success Team, you will be tasked with effectively supervising and managing our growing Customer Success and Support Team, as well as ensuring that the team is meeting and exceeding SLA and satisfaction of our growing customer base.

By doing this, you will help the company establish a mutual and beneficial connection with the customer. Your contributions will make the company grow and prosper with a strong and loyal clientele base. Our team will be working with and beside you throughout your entire stay. Our strong sense of community will help you grow and become an amazing employee.

As an Technical Support Manager, on a day to day basis, your responsibilities include:

• Oversee staff activities of the remote teams and on-site teams and ensure response times are met
• Build/obtain (from other departments) training material for support staff
• Assist with Management in Interviewing and Hiring of Remote and on-property support technicians
• Train, Coach and Mentor Support Specialists
• Schedule employees working times and provide Backup Support as needed.
• Provide real-time feedback to all support teams and evaluate performance
• Manage and coordinate urgent and complicated support issues to ensure they a resolved with high satisfaction
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Manage process for communicating outage/emergency activities to the organization as well as external clients
• Act as escalation point for critical requests and incidents.
• Work through RMA and Shipping Needs to complete any customer orders or changes/upgrades
• Work with our Data Center partners to complete requests such as remote hands
• Manage Server Deployments and oversee our IT Service Delivery Members to ensure KPIs are hit.
• Coordinate and plan placement of all hardware installed in the data center