Support Services Manager

Join Our Flash Team as a Support Services Manager!

At Flash, we are revolutionizing urban mobility and parking. We provide innovative, scalable solutions that enhance mobility, reduce congestion, and improve the overall parking experience. Our comprehensive platform integrates hardware, software, and mobile applications to deliver seamless and efficient parking management. Join us in shaping the future of mobility and making a positive impact on urban living!

The Support Services Manager will lead a team of Service Desk Analysts to provide exceptional client support and enhance customer satisfaction. The role involves overseeing the resolution of complex technical issues, managing escalation processes, managing team metrics and maintaining a high standard of service delivery. The ideal candidate has a passion for problem-solving, technical expertise, and a commitment to continuous improvement in support processes.

We are looking for a driven and seasoned leader with a coaching mindset. You excel in motivating and mentoring teams in a fast-paced environment, are highly organized, and thrive on process improvement. You possess exceptional communication skills, allowing you to effectively collaborate with cross-functional teams and engage with clients. You have a customer-centric mindset and are committed to delivering high-quality service while driving continuous improvement initiatives within the support team.

Location: Austin, TX

Work Arrangement: Hybrid, in office Monday, Wednesday and Thursday

Travel: 0% 

What You'll Do:

• Lead and manage the L2 Support Team, including hiring, training, coaching and performance management
• Monitor and analyze customer support metrics to identify trends, areas for improvement and opportunities for enhancing the customer experience
• Drive continuous improvement initiatives by developing and implementing customer support strategies, policies and procedures to enhance processes and ensure efficient, effective service delivery
• Collaborate with other teams in the Flash ecosystem to identify improvement and efficiency opportunities
• Utilize a CRM and Telephony solution to track and manage customer interactions, ensuring timely and accurate resolution of inquiries and issues (Freshdesk)
• Conduct regular team meetings and training sessions to keep the team informed and equipped with the necessary skills and knowledge.
• Manage employee schedules and after hours on-call rotation schedules
• Participate in after hours on-call rotation

What You Bring:

• Positive attitude with a growth mindset excited to coach your team to improved metrics
• Ability to effectively communicate at various organizational levels, both internally with team members and other departments, and externally with clients and stakeholders
• Deep understanding of technical concepts and environments, with the aptitude to troubleshoot and resolve complex customer issues; Technologies may include: hardware, wiring, relays, printers, scanners, credit card readers. for software, windows troubleshooting, driver troubleshooting, excel/sheets, Freshdesk. network knowledge, DNS, subnet and network topology
• Proficient in maintaining detailed and accurate records in support systems, creating knowledge base articles, and documenting processes
• Skilled in replicating and validating issues in test environments to identify and diagnose bugs or software defects
• Extensive experience using support ticketing software, tracking tools, and maintaining associated departmental metrics
• Thorough familiarity with various operating systems, including Windows, and their associated components
• Ability to read, write, speak, and understand the English language proficiently in a professional setting
• Highly organized, capable of managing multiple priorities and maintaining a focus on customer service excellence
• Demonstrates reliability, accountability, and a collaborative spirit, fostering a team environment while leading by example
• Commitment to delivering a high-quality customer experience through empathy, patience, and effective problem-solving.

Qualifications:

• 5 years of client-facing technical support experience
• 2 years in a management role in a call center environment.
• Any experience with hardware, wiring, relays, printers, scanners, credit card readers. for software, windows troubleshooting, driver troubleshooting, excel/sheets, Freshdesk. network knowledge, DNS, subnet and/or network topology
• Parking operations or technical support experience a plus
• A bachelor's degree or equivalent work experience in project management.

Join us in making a difference as we build our future. Flash is an equal opportunity employer dedicated to diversity, equality, and inclusion. We provide equal employment opportunities to all employees and applicants for employment. Flash prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.