Technical Support, Assistant Director

Our Client, A FinTech company inside the Financial Services industry is looking for a full time Tech Support Manager to lead their team!This is a full time, onsite role (M-F, 8-6pm), based in Carrolton Texas. Hybrid or remote work is not available for this role, hiring preference will be given to those local to the Carrolton area.Our client seeks the following:Manage a high volume technical support team. Inbound calls could be hardwaresoftware, both technical and non-technical in nature. Each agent handles 50+ inbound calls from customers per day.Manage an indirect team of 15, on-shore agents. (All in Texas)Manage tier 2 or 3 inbound technical troubleshooting for clients.Lead and develop the management team to enhance performance by setting clear accountable performance measuresIdentify, and Document strategic process improvements to ensure successful and efficient productivityExecute schedules and plans based on volume trends and channels identifying and developing process and performance improvementsUpdate Senior Management on a timely basis regarding existing trends and issuesDevelop teams within the call center to ensure the team is successful by meeting Key Performance Indicators (KPI) and goals set by the departmentOnsite hours for this role are M-F, 8am-5pm. Hiring preference will be given to local candidates, no relocation assistance available.You Will Need to Have: Over 5 years of experience in a variety of customer service environmentsAbility to build and support a diverse culture to drive innovation and business resultsStrong operational experience in problem solving with demonstrated ability to innovate and achieve goalsAbility to work collaboratively with various parties in obtaining and achieving common goals; demonstrated experience in team building through collaboration and open communicationDemonstrates excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environmentAbility to inspire, implement and execute new process and procedures effectivelyStrong interpersonal, organizational and follow-through skillsHighly flexible with a strong commitment to a deadline-oriented environmentMust be a self-starter, driven, assertive and have a positive attitudeExcellent verbal and written skills, including ability to write clearly, concisely, and logicallyAbility to work well with all levels of management and staffStrong knowledge of customer service best practicesLeadership and relationship development skills to effectively manage conflict situationsClear a background and drug screen based on company policy.

Created: 2025-02-23