Support Manager

• Posted 21 days ago • Updated 21 days ago

Full Time

Amzur Technologies, Inc.

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Job Details

Skills

Electric Vehicle
Support Manager

Summary

Title: Support Manager

Location: Remote

Duration: Permanent

Responsibilities

Own Reseller/Customer Success
Manage and maintain support operations for call centers.
Maintain relationships with installers, maintenance teams, manufacturers, and charge site operators.
Provide charger testing and certification assistance.
Oversee and ensure training for all new site's operators.
Oversee and assist with call escalations.
Support and lead service team staff and provide guidance and counseling.
Review onboarding and commissioning requests and maintain support quality.
Ensure escalations are handled timely and reviewed for problem management.
Provide guidance and support to installers regarding site preparation and planning for new projects.
Manage and maintain records processes for the support team.
Manage network providers and maintain agreements and ensure availability of services.
Monitor charger availability and identify problem trends and manage internal response and escalation.
Technical Experience / Knowledge: Telecom, Cell/WiFi coverage, Networking, DHCP
Teams: Managing and building a strong support team.
Expected Outcomes
Measure & Improve quality of driver support and satisfaction.
Maintain and support the charger network and ensure high charge station operator (CSO) satisfaction.
Differentiate the company in the marketplace, provide unique value to customers and help build long term relationships with customers.
Create company identity that client is seen as a high-level support provider, and industry leader in partner support.
Provide a high standard in leadership for the support team and maintain career development and job satisfaction for support staff.

KPIs

Maintain a 95 percent call center satisfaction rate.
Provide training to all new sites post commissioning.
Maintain a 1-hour call escalation window during business hours.
Provide staff with one on ones, team meetings, and annual reviews.
Ensure regular meetings with partners for support reviews, and management.
Maintain mobile network providers, and ensure no service outages.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10115656
Position Id: 2024-12201
Posted 21 days ago

Company Info

About Amzur Technologies, Inc.

Amzur Technologies, Inc. (Amzur) is an award-winning, ISO 9001:2008 certified company based in Tampa, FL, serving customers across the globe. Our main focus is on IT services that help SMB companies accelerate their business growth.

We operate as a trusted IT partner at every stage in our customer’s digital transformation journey and specialize in simplifying IT transformation. And we do this through a proven framework that brings together hyperautomation, application modernization & managed services to enable its customers with the agility and speed to stay competitive in all markets. With employees & teams spread across three continents, we are able to deliver the right talent and highly targeted services for ensuring the success of all our customers..

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