Job Description
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