|Position Overview Anytime Worldwide LLC is looking for a customer service oriented Technical Support Manager to oversee our technical support department The department fields calls primarily from our North American operations but also assists our worldwide partners You will be responsible for motivating a team of 8 Technical Support Consultants and improving customer satisfaction Responsibilities Motivate a team of Technical Support Consultants through performance coaching career planning and setting educational objectives Improve productivity by highlighting deficiencies and recommending change in tools training processes reporting and employee engagement Facilitate customer resolution for escalated calls and engage the necessary technical support Follow up with unsatisfied customers to ensure issues are resolved and the customers are satisfied Report operational achievements and progress on a regular basis including statistical analysis of issues and improvement action plans Keep an open line of communication with other departments managers to ensure quick resolution of issues and operational consistency Work with product teams to properly escalate defects and share meaningful technical information from the field Serve as a lead technical liaison between the technical support group and operations management on all issues that may affect customers including planned and unplanned outages Maintain a mindset of continuous improvement in terms of efficiency of support processes customer satisfaction and the application of tools for monitoring management and optimization Job Requirements Must have a good understanding of a service business in a high tech environment from a supplier integrator or operators point of view Minimum 3 years experience in a related function is required Demonstrated leadership abilities and achievement oriented Excellent analytical and problem solving skills combined with the ability to provide quick resolution to problems Strong verbal and written communication skills are mandatory Must be customer service oriented and believe in teamwork collaboration adaptability and initiative Experience in coaching and staff development is mandatory Attend regular management meetings About Anytime Worldwide LLC Founded in 2002 we are the innovators of the 247 fitness concept In just 10 years Anytime Fitness (our first franchise model) has become the worlds largest 247 fitness franchise with nearly 2000 clubs in more than a dozen countries The company currently has 100+ employees but we still act like a startup and plan to keep it that way Many projects often become a business of their own and there is huge potential for advancement|
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