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Remote Executive Helpdesk Job in March 2019 at companies likeCrossover and posted 2 months ago

Remote Executive Helpdesk Job in March 2019 at companies likeCrossover and posted 2 months ago

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Last 30 days


Crossover

verified

Product Support Manager ($100k/year) Work


Crossover


customer service

helpdesk

support manager

manager

customer service

helpdesk

support manager

manager

2mo

Apply

Product Support Managers are the cream of the crop. They are the most highly skilled, elite support Managers at Crossover. They embody the world-class culture that is the cornerstone of Crossover’s customer support team.{linebreak}{linebreak}These Managers have a passion for solving complex technical issues.{linebreak}For those seeking to join this elite tier of technical managers you must be able to define and deliver exceptional customer service in real-world scenarios, demonstrate the ability to deep dive into complex technical issues, and effectively communicate resolutions to your team.{linebreak}{linebreak}From solving the most complex technical issues to contributing to the knowledge base, Product Support Managers are instrumental to customer support’s success. They are experts coupling their technical acumen with their superb communication and coaching skills to deliver world-class service. With their advanced technical skills and knowledge, they provide innovative solutions to complex issues. These leaders enjoy identifying and removing complexity. Their main goal is to improve the quality of the overall experience for our customers.{linebreak} {linebreak}{linebreak}# Requirements{linebreak}**Mandatory requirements:**{linebreak}{linebreak}* Bachelor degree in Computer Science{linebreak}* Pristine spoken and written English{linebreak}* 5+ years providing technical support and software engineering{linebreak}* Advanced technical acumen in modern software languages{linebreak}* Be able to break down complex information for those not well versed in technical terms and processes{linebreak}* Expert in the following:{linebreak}* Java / JavaScript / CSS / HTML{linebreak}* C#{linebreak}* .Net{linebreak}* Previous experience managing an L1/L2 support team{linebreak}* Extensive experience writing playbooks for L1/L2 support teams{linebreak}

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When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

This year


Crossover

Customer Support Manager ( $100k/year)


Crossover


helpdesk

technical support

customer support

exec

helpdesk

technical support

customer support

exec

3mo

Apply

Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people. Our Managers are experts in analyzing data from our Worksmart tool to drive performance. These elite coaches are the driving force behind Crossover’s success.{linebreak}{linebreak}# Responsibilities{linebreak} **Responsibilities include but are not limited to:**{linebreak}* Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers{linebreak}* Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team{linebreak}* Give visibility and manage the whole end to end process for incidents, requests, and escalations{linebreak}* Show week over week improvement:{linebreak}* You will be measured by the quality and productivity of your teams on a weekly basis{linebreak}* You have to be comfortable with receiving daily feedback on the team’s performance and fix what is not working at the speed of light{linebreak}* Foster a culture that embodies Crossover’s values of excellence and world-class service.{linebreak}* Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals{linebreak}* Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information{linebreak}* Participate in Crossover’s Global Hiring Tournaments{linebreak}* Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts.{linebreak}* Must be able to manage and thrive in a virtual, global, and fast-paced environment{linebreak}{linebreak}**Depending on the situation your day could start with:**{linebreak}{linebreak}* 1:1 meetings where the metrics are reviewed, feedback on calls and ticket analysis is given; and any blockers that agents have, discussed{linebreak}* Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training{linebreak}* Weekly meetings: enforcing team updates, process changes, and/or improvements{linebreak} {linebreak}{linebreak}# Requirements{linebreak}**Mandatory requirements:**{linebreak}{linebreak}* Bachelor’s degree or equivalent{linebreak}* Pristine spoken English{linebreak}* 7+ years of software support experience managing +15 L1/L2 software support agents{linebreak}* Experience with deep diving for >500 tickets volume per week{linebreak}* Experience writing technical knowledge base articles and playbooks{linebreak}* Strong leadership and presentation skills{linebreak}* Excellent soft skills, including critical thinking, decision making, and conflict resolution{linebreak}* Committed to self-development and the professional growth of others{linebreak}* A passion for creating work in a process-driven way and working with team members to continuously improve the process{linebreak}* Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions{linebreak}

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👉 Please reference you found the job on Remote OK as thank you to us, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.