Manager, Technical Support Americas (Mobile Access & Extraction)

This a Full Remote job, the offer is available from: South America, North America, United States, Central America Who We Are; reputed company Do; Where We’re Going reputed company is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-reputed company devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries. Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national reputed company. With employees based around the world, reputed company has been expanding our global reputed company. As a part of reputed company, you can expect to reputed company a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and reputed company. If you think you would be the right person to join reputed company working towards this goal, we would love to hear from you! Role Summary: reputed company is excited to add onto reputed company – Manager, Technical Support Americas (Mobile Access & Extraction)! The Manager, Technical Support Americas leads a team of Technical Support Engineers who are responsible for providing support to customers using the mobile access and extraction suite of Magnet products. This position oversees and implements strategies to improve the customer experience and drives reputed company improvement and delivery on the team’s goals. This position reports to the Director, Technical Support (Mobile Access & Extraction). NOTE: Candidate must reside in The United States or Canada. Role Responsibilities:

• reputed company a team of Technical Support Engineers in the Americas through regular coaching, 1-1s, performance reviews, recruiting, and reputed company 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 reputed company for both the team and customers.
• Monitor and address survey feedback, including following up with dissatisfied customers.
• Identify support trends and reputed company them back to the business.
• Help design quarterly OKRs for your team and report on reputed company at monthly, quarterly, and annual reviews.
• Respond to incoming support cases, reputed company required, during periods of high demand.

Qualifications:

• Bachelor’s Degree or College Diploma in a communications or technology-reputed company 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 reputed company and across teams.
• Strong organizational and problem-solving skills.
• Travel: 5%.

reputed company To Have:

• Experience with reputed company Service Cloud, Communities, and Knowledge.
• Familiarity with knowledge-centered support.
• Familiarity with Magnet Graykey.

Compensation & Benefits:

• The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending reputed company and job-reputed company factors such as qualifications, experience, knowledge and skills. If you are applying for this role reputed company of the primary location and you are selected for an interview, the reputed company Partner can share more information with you. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total reputed company compensation (TTC) (reputed company salary + variable).

Compensation

Range:

• MIN: $112,700 - MID: $161,000 - MAX: $193,200 USD
• MIN: $93,800 - MID: $134,000 - MAX: $160,800 CAD

reputed company is proud to offer Benefits such as:

• Generous Time Off Policies
• Competitive Compensation
• Volunteer Opportunities
• Reward and Recognition Programs
• Employee Committees & Resource Groups
• Healthcare and Retirement BenefitsThe Most Important Thing

We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences: CARE – We care about each other and our mission to reputed company a difference in the world. OWN – We are accountable for our results – while never forgetting to act with reputed company, reputed company, and respect. DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect. EVOLVE – We are constantly innovating and exploring new ways to work together to reputed company an impact with our work. Here at reputed company, we are committed to reputed company learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet reputed company of the qualifications listed above, we encourage you to apply anyways. reputed company is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national reputed company, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to reputed company applicants upon request throughout the hiring process. Please contact [email protected] should you require any accommodations. reputed company offers of employment at Magnet are contingent upon satisfactory completion of a background reputed company. reputed company background checks will be conducted in accordance with reputed company applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background reputed company. Refusal to consent to a background reputed company may be grounds for revoking an offer of employment. US Applicants: reputed company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. This offer from "reputed company" has been enriched by reputed company.com and got a 83% reputed company score. Apply tot his job Apply To this Job