Magnet Forensics

Compensation

Full Description

Job Description: • Lead a team of Technical Support Engineers in the Americas through regular coaching, 1-1s, performance reviews, recruiting, and related activities. • Manage the daily operations of the team, including monitoring the open queue. • Foster a customer-centric approach to support, including meeting or exceeding SLAs, a focus on timely and thorough issue resolution, and professional and empathetic customer interactions. • Act as the ultimate escalation point for both the team and customers. • Monitor and address survey feedback, including following up with dissatisfied customers. • Identify support trends and relay them back to the business. • Help design quarterly OKRs for your team and report on progress at monthly, quarterly, and annual reviews. • Respond to incoming support cases, when required, during periods of high demand. Requirements: • Bachelor’s Degree or College Diploma in a communications or technology-related program, or relevant experience. • 5+ years of experience in a customer-facing support role. • 3+ years of experience in a people leadership role. • Excellent written and verbal communication skills. • Highly collaborative with an ability to influence within and across teams. • Strong organizational and problem-solving skills. • Travel: 5%. Benefits: • Generous Time Off Policies • Competitive Compensation • Volunteer Opportunities • Reward and Recognition Programs • Employee Committees & Resource Groups • Healthcare and Retirement Benefits