Peer 1 Hosting is seeking a Technical Support Manager to join our growing global operations team! As a Technical Support Manager, you will be a strategic leader for our support group and will provide our customers with the kick-ass level of service that they have come to love and expect from PEER 1 and our subsidiaries. A natural-born motivator, you will exemplify leadership and direction for our technical services group, drive a stellar customer experience, resolve customer concerns and define/develop/execute our customer contact strategy. This position requires a willingness to dream big and measure yourself against the best. Not just technologically, but in all that you do. Be prepared for a career that doesn’t feel like work – no matter how long and hard you are actually working.
What you'll do:
Manage technical customer support functional activities in 24X7X365 environment.
Improve quality and responsiveness of customer support staff and resources.
Improve interaction and service between customer support and other functional areas of company.
Partner with the management team to provide thought leadership and strategic direction for PEER 1’s Technical Customer Service.
Oversee strategic planning with the goals of driving client satisfaction and retention; ensure key performance indicators are achieved.
Refine new business implementation plans to include coordination of all operations and support department functions to ensure the smooth integration of new customers.
Partner with Operations, Finance, and Sales to ensure attainment of all client key performance indicators.
Support Sales group in developing solutions for prospects, RFP responses and site visits.
Attend and present at conferences and other business-related functions in order to promote the organization.
Observe and evaluate existing support processes and then make the necessary changes and adjustments to achieve greater efficiency and success.
Develop both internal and external training programs and associated materials.
Continually analyze PEER 1’s product road map with emphasis on the impact to customer care.
Drive stellar Net Promoter Scores for Technical Service Team
Ideal candidate will have:
Minimum of 5 years of relevant experience
Advanced call center experience in a high-volume customer contact area
Hands-on experience building a world-class Technical Support department
Solid project management experience (i.e. ITIL, Six Sigma, PMP)
Demonstrated experience driving Net Promoter Scores (NPS) scores and strategy
Big picture orientation and commitment to providing outstanding customer service
Advanced oral and written communication
Ability to work effectively with internal departmental members and peers from other departments
Understanding of system administration tools and processes
A determination to make a difference.
A desire to live our Core Values
You'll make the 'A' list if you have:
Experience in a hosting/technical environment preferred
ITIL background a plus
Experience with enterprise solutions
About being a PEER:
We don't make the Internet work better by simply relying on our world-class datacenters and network spanning North America and the UK. Our people are the difference makers and game changers. Technology doesn't bring about change. It's the people who bring about the technology and make it work. They set us apart from the other companies out there, so we're deliberate about creating an environment where every person grows and thrives. Our values guide our decisions. Our leaders guide our people. Our people shape and sustain our culture. And, logically, our culture drives our success.
Please click on the Apply button below to submit your cover letter and resume
Closing Date: We are committed to hiring the best people for our PEER team, therefore this position will remain open until we find the right fit! Be sure to apply right away, we don't want to miss the opportunity to meet our next superstar.
Careers at PEER 1 Hosting
PEERs like to dream big and measure themselves against the best. Not just technologically, but in all that we...