Technical Support Managers have one goal – ensure all 1stMILE clients receive top notch technical support and have their issues successfully resolved as quickly as possible.

Lead a team of Arizona based Technical Support Engineers focused delivering accurate and timely solutions to 1stMILE clients via phone and email. Duties for the Technical Support Manger will include a broad range of tasks such as directly solving client issues, acting as the escalation point when needed, maintaining ongoing customer relationships and networking, implementing various programs and products, assisting other departments, assisting with onboarding, and training clients, and minimizing churn.

You will also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively.

• Lead of team of Technical Support Representatives in the Goodyear AZ office of 1stMILE.
• Manage team member schedules and responsibilities to maximize Team Member abilities and company needs.
• Assist in creating a culture of service for our customers and Team Members
• Help Team Members excel in their positions and roles by setting S.M.A.R.T. goals
• Coach, train, and monitor team members and review / report on their activities.
• Ensure that contract support obligations are met.
• Ensure employee obligations are met.
• Take responsibility for the management of escalated customer issues on a timely basis.
• Recruit, train, develop, and review Technical Support staff. Manage schedules to allow optimum call-handling and special project completion during business hours.
• Maintain effective relationships with Managers of other departments.
• Coordinate internal training for employees.
• Maintains and reports on daily, weekly, monthly, and quarterly ACD, and case statistics
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Work to minimize customer churn.

Who We Are

1stMILE is a fast-growing software company headquartered in Redmond WA with offices in Goodyear AZ, L.A. and Bellingham WA,; focused on providing integrated revenue generating solutions and consumer driven financing in the automotive repair marketplace. We have more than 12,000 clients using our 1stMILE software to increase their revenue via our finance, loyalty, and payment tools.

What We Offer

• A great community with amazing people
• Competitive salary
• A path & place to grow your career.
• Training and mentorship to help you succeed.
• Full Benefits, including 401k

Additional Skills

• Ability to lead team through frequent updates in products, services, and expectations.
• Work closely with managers from other departments and teams to identify and resolve customer issues.

• Evaluate; offer recommendations regarding, and support system tools
  Perform related duties as assigned by the VP, Customer Success.

Customer Success Manager Requirements:

• BS/BA in a technical field; OR a combination of experience, education and training equivalent to a four-year college degree Ideally 2+ years of experience in Management Consulting, Technical Support, Customer Success, Account Management, Business Development, or another client-facing role
• Ability to express ideas clearly in both written and oral communications, project management experience, problem solving/analysis, wide degree of creativity, multitask a variety of complicated demands.

• Must have at least two years experience in software or hardware Technical Support. Must be able to facilitate changes as situations require, and be a self-starter.
• Skills & Ability— Excellent time management sills including ability to independently plan and organize one’s own activities., ethical, Demonstrated people management skills with two or more years of management experience preferred.
• Strong leadership skills

• Experienced with Excel and other Microsoft Office products
• Bias for action

Physical characteristics— ability to sit, stand, bend, lift no more than 50lbs, talk, hear, type, read printed material, utilize a computer and professionally communicate over the telephone.

Environmental factors—working conditions inside the office with moderate noise levels, occasional telecommuting via VP approval, travel less than 10%.

Working conditions – regular business hours, situational holidays & weekends as necessary to meet business needs.

This position description is a synopsis of the general duties required by this position. This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member as some duties may be unplanned or unforeseeable responsibilities may arise.

1stMile, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.