Manager, Technical Support

Job not on LinkedIn

🔥 0 minutes ago

🌪️ Kansas – Remote

🌪️ Kansas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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HungerRush

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🔧 Hardware

🤝 B2B

SaaS • Hardware • B2B

HungerRush is an all-in-one restaurant technology provider that offers a cloud-based POS platform along with integrated online ordering, payment processing, marketing and loyalty tools, delivery and curbside management, restaurant-grade hardware, and AI-driven voice/text ordering. The company builds software and hardware solutions to streamline restaurant operations, improve guest experience, and drive repeat business for multi-location and franchise operators.

📋 Description

• Manages a team of Technical Support Specialists that provide quality customer service, including interactions with customers, answering customer inquiries, and effectively handling customer complaints. • Monitor and evaluate Technical Support Specialists' performance through auditing Zendesk communication, providing learning opportunities, and taking corrective action when necessary. • Assist in developing strategies to promote adherence to company regulations and performance goals as well as creating policies and SOPs for the Technical Support group. • Provide coverage to the team on days the team is short-staffed or needs extra assistance, including weekends and holidays. • Assist in resolving complex customer issues and escalations, ensuring timely and effective resolution of technical problems and inquiries. • Conduct team meetings and 1-1’s to update members on best practices, changes in SOP, and continuing expectations. • Coordinate training sessions and ongoing development programs for Technical Support Specialists to enhance their skills and knowledge. • Identify opportunities to streamline workflows through technology.

🎯 Requirements

• Minimum of 5+ years in a role within a similar environment. • Extensive knowledge of Technical Support procedures and principles. • Experience working in a contact center environment. • Knowledge in working with CRM and SaaS software applications. • Demonstrated ability to multitask with precision and accuracy. • Ability to work within a team environment and adapt to frequent change • Must be organized and have strong time management skills- to include schedule development • Ability to promptly answer service-related emails, phone calls, and other forms of communication • Schedule flexibility; weekends required.

🏖️ Benefits

• Flexible work arrangements