Technical Support ManagerAnansys Staffing LLC • Inwood, New York, USA

Technical Support Manager

Anansys Staffing LLC • Inwood, New York, USA

[job_card.variable_days_ago]

[job_preview.job_type]

[job_card.full_time]

[job_card.job_description]

We continue to grow rapidly and innovate within the audio space making this an exciting time to join our team.

Key Responsibilities

Lead and supervise a team of customer and technical support agents; oversee scheduling coaching performance reviews and daily operations
Serve as primary point of escalation for complex technical inquiries or dissatisfied customers
Directly report to the CEO and provide regular updates on team performance customer trends and opportunities for improvement
Set and track KPIs (e.g. response time CSAT first-contact resolution) and implement strategies to meet and exceed targets
Create and lead training programs for onboarding and continuous team development especially around audio equipment troubleshooting and e-commerce systems
Regularly analyze Zendesk metrics to identify trends inform hiring needs and prioritize process improvements
Oversee the creation and maintenance of internal knowledge base articles and customer-facing FAQs
Partner with warehouse tech and returns teams to streamline cross-departmental issue resolution
Contribute to long-term strategy planning system upgrades and organizational scaling

Ideal Candidate Profile

3 5 years of customer service or technical support experience with 1 2 years in a leadership or supervisory capacity

Proven experience running Zendesk (or equivalent platform) as a system admin or power user

Strong knowledge of car audio live sound DJ or recording equipment

E-commerce experience preferred especially in high-volume order environments

Clear confident communicator with excellent interpersonal skills

Strong organizational and multitasking capabilities

Track record of identifying and implementing process improvements

Experience managing remote teams is a plus

Self-starter with the ability to thrive in a fast-paced entrepreneurial setting

Job Type : Full-time

Work Location : In person

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full Time

Experience : years

Vacancy : 1

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Technical Support • Inwood, New York, USA

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