The Technical Support Manager leads a team of Technical Support Agents who care for PAR's customers, serving as the first level of support for our Customer Support team. This person must be creative, ambitious, and eager to be part of growing the company. Must be able to collaborate with other departments to escalate and resolve issues that arise. This individual can build a great team by identifying talented support technicians inspiring them to grow personally and professionally and perfect them to empathize with the customer and do what it takes to deliver support that exceeds expectations. This individual will also build metrics that identify customer satisfaction, technician performance, and overall service delivery performance.

This role will be based in Miami, Florida, working remotely, and onsite at a critical customer's office occasionally.

The shift for this position is Tuesday - Saturday, 10 AM - 7:30 PM EST.

Job Responsibilities

• Attract, hire, train, and motivate technical support agents to perform at their highest potential
• Assist in developing on-going training/support for the technical teams. Provide training to the team as changes are made and implemented
• Organize and oversee the schedule for support staff and team leads, holding employees accountable to that schedule
• Create an environment that promotes curiosity, continuous improvement, and fun creativity.
• Lead by example in setting a high bar in delivering customer service and company values
• Continually assess performance, develop improvement plans, and implement solutions to drive continuous improvement ensuring support agents have the resources, cross-functional relationships, and processes necessary to ensure success and sustained performance. To be done through regularly scheduled 1 on 1's and other meetings
• Provide constructive and timely performance evaluations per PAR processes
• Plans, directs and controls the development and assigning of work among team, providing support and direction
• Manage Team Lead's in collaboration with the other L1 Managers in following workflow processes, driving accountability with the frontline support reps, and effective escalation resolution
• Handle issues affecting our customers as a main point of contact on customer escalations.
• Work to train and develop Team Leads, preparing them for career development within a manager role
• Work to prepare staff for career development and advancement
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
• Drive KCS/Right Answers methodologies through support center, supporting KCS commitments and duties as assigned
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
• Constantly seek improvements that increase proactive support while reducing reactionary activities
• Work closely with technical support agents and engineers and any other departments needed to identify and resolve technical issues through problem solving and coaching.
• Works closely with assigned Concepts/Brands during on-boarding and setup of their business. Maintain relationships as needed to ensure quality support is provided
• Attend Concept/Brand meetings as needed to report KPI's/SLA's as requested.
• Design and implement Technical Support processes for the team

Qualifications

• Minimum 2+ years' management experience, leading teams and growing world class customer support operations
• Minimum 2+ years working in a call center environment with baseline goals/KPI's
• Bilingual preferred; English & Spanish fluency a PLUS
• Must be able to work this shift: Tuesday - Saturday 10 AM - 7:30 PM EST.
• Demonstrated track record of providing world-class technical support for a SaaS platform is highly preferred
• Customer-driven mindset - you are a tireless advocate for customers
• Can effectively prioritize and escalate customer issues and drive rapid resolution with a focus on customer experience
• Can balance customer needs against PAR goals and processes, while utilizing data
• Ability to influence and build successful working relationships with a diverse set of customers
• Excellent written/verbal communication and presentation skills
• Proven capability of successful delivery of support metrics, KPI development/monitoring, and reporting out to leadership team
• CompTIA A+ certification is a plus
• KCS knowledge and understanding a plus
• AA degree a plus
• Strong analytical and problem-solving skills

Who We Are

At PAR, we believe we will win or lose, through the culture we build.

Our culture is built on 4 values.

• Speed - we are the kind of people who do not wait for the elevator
• Ownership - we want owners, not renters
• Focus - success is built from focusing on what matters most
• Winning Together - for PAR to win, we need our customers, our employees, our suppliers, our shareholders, and our community to succeed

The base salary range for this position is $70K-$75K USD per year commensurate with work location, experience, skills, certifications, education, and prior accomplishments.

The position may be eligible for additional compensation, including a bonus, commission and/or equity, as applicable.