Manager, Community Technical Support - Hybrid (Remote/On-site)

BASIC FUNCTION

Lead a team of support analysts that provide technical support to the contract agent community from onboarding through completion of their contract with Working Solutions. Design and implement technical support best practices to enhance and simplify the contractor’s experience, while contributing to the growth and success of Working Solutions.

PRINCIPAL ACCOUNTABILITIES

• Lead the Technical Onboarding and Support teams responsible for the initial configuration of remote contract agent’s computers and on-going support of technology used to support Working Solutions’ clients.
• Complete research and/or training necessary to thoroughly understand the client’s business and project requirements.  Advise on technology and security issues during prospect and client meetings.
• Work closely with Program Managers to determine agent systems challenges, and with IT Team to ensure that network connectivity is compatible with agent connectivity.
• Provide general technical support to the agent community, as well as specific direction and assistance at project onset, to ensure proper connectivity to client systems.   Ensure all agents are utilizing secure and updated desktop environments.
• Manage technical support knowledgebase articles for self-help
• Assist Program Managers and agents with the rollout of new technology, as well as troubleshooting all platforms. 
• Implement policies and procedures regarding how technical problems are identified, received, documented, distributed, and resolved.
• Evaluate new desktop systems and software, and suggest changes to existing products or services that would benefit the agent community.  Act as liaison for Microsoft work environments and products.  Provide results reporting to WSOL management and/or client as requested.

Requirements

• Must be a US citizen or permanent resident to be considered for full-time employment

• A minimum of five combined years Call Center management and technical support experience and thorough knowledge of current technology utilized by remote agent workforce
• Ability to study and understand project technology requirements
• Ability to manage multiple projects or tasks simultaneously with great attention to detail
• Strong verbal and written communication, human relations, leadership, problem solving and decision-making skills
• Strong customer focus and sense of urgency, and patience to troubleshoot remotely
• Ability to use a keyboard and sit at a computer for a large portion of the work period
• Ability to work variable hours, which may include evenings and weekends

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Work From Home/Hybrid Model