Technical Support Manager
Job Details
Management
Las Vegas, NV - Las Vegas, NV
Description

THE COMPANY

DTiQ is an international Loss Prevention Technology company and the world’s leading provider of intelligent video-based surveillance and loss prevention services.

 

With over 20 years of service, enhancing over 8 million consumer experiences daily; DTiQ has over 45,000 customers including corporations and/or franchisees such as Adidas, Burger King, Hard Rock Café, KFC, McDonald’s, US Polo, and Yankee Candle to name a few.

 

If you are interested in technology, loss prevention, or hospitality, advance your career at DTiQ! We’re always seeking smart, talented, and driven individuals to work in our fun and fast-paced environment.

 

THE ROLE

The Technical Support Manager will lead the technical support efforts in building processes and procedures that are successful and repeatable in delivering value to your customers. Every customer is invaluable to our company and long-term goals and must be delighted, not just satisfied.

 

We manage and troubleshoot commercial surveillance networks and provide auditing and data analytics services for theft, fraud, and other criminal or high liability events. You are expected to manage a tech support team/s and their respective leads while providing guidance for each team to ensure department operations run smoothly and keep the customer-centric focus. Work closely with senior management and executive management of DTiQ, to uphold the strategic leadership vision of the company while ensuring the continuing advancement and development of the department.

Qualifications

THIS JOB IS PERFECT IF YOU CAN…

  • Maintain operational quality of service in the department by enforcing policy and procedures
  • Help establish new policies and procedures and ensuring compliance
  • Contribute to the recruiting and interview process of potential new hires
  • Creating methods of effective communication between the teams to make sure the leadership vision of Support is communicated throughout the entire department
  • Coaching and developing the leadership skills of the leads and technicians by providing counseling, training, career planning, goals, developing incentives and creating opportunities
  • Handling conflict resolution and disciplinary action of team members
  • Ensure the utilization and efficiency of each team by using metrics and setting performance goals for each team
  • Ensuring all department key performance indicators are being met at all times
  • Proactively analyze existing processes and procedures to find flaws and enhance the efficiency and utilization of the department
  • Using metrics and projections to organize existing resources by creating schedules and shift changes
  • Creating and working on projects for the executive management team
  • Follow up with customers to gauge their satisfaction with problem resolution; identify tech support problem areas (i.e., negative trends) and, if warranted, implement corrective actions
  • Work with each of your team members to create quarterly individual impact plans, ensuring that goals follow the SMART methodology and are aligned with team and company goals
  • Identify and provide an opportunity for each team member for skill training, development training
  • Actively seek out, identify, and reduce customer escalations to Technical Support
  • Develop a cadence to review and shadow your team’s interactions with customers, providing constructive feedback and hands-on guidance to help them improve where necessary to deliver the best possible customer service and achieve a high level of customer satisfaction for customers
  • Work with senior leadership, sales, and tech support agents to audit and document escalation tickets and processes in order to identify opportunities for improvement
  • Actively seek out, identify, and reduce customer escalations to Technical Support
  • Other duties assigned by the Executive Staff

WHAT WE’RE LOOKING FOR

  • Masterful attention to (and execution of) details
  • Sense of urgency in completing tasks
  • A positive attitude and collaborative mindset
  • Ability to work in a fast-paced environment
  • You want to help and serve our customers
  • Leadership skills
  • Outstanding communication (written and verbal) and presentation skills.
  • Detail oriented and analytical
  • Thrive as the ultimate team player and treat everyone with respect
  • Crave a fast-moving technology environment

REQUIREMENTS

  • Knowledge of CCTV, Installation & Troubleshooting
  • Network+, A+ Security+ Certifications
  • 4-year bachelor’s degree or relevant work experience in as a Supervisor in a Video Monitoring or Call Center environment

 

APPLY. YES, THIS IS THE JOB FOR YOU. 

Apply