We are looking for a tech-savvy, detail-oriented B2B SaaS Technical Support Manager to join our growing solar and renewable energy customer success team. The Technical Support Manager will be responsible for ensuring our customers receive timely and effective responses to support requests submitted via our Help Desk Portal. Additionally the TSM will be responsible for creating a variety of product support articles and videos to provide training on new and existing features to Scoop customers across the sustainable landscape including Solar, Wind, EV, Battery Storage etc.) Scoop Robotix is a rapidly expanding organization at the intersection of highly coveted technology and renewable industries and as such this position offers multiple avenues leading to expansion of skills and future leadership opportunities.
Qualifications and skills
- Previous experience as a technical support specialist for a B2B software as a service company
- Strong written communication skills
- Proficiency with organizing, writing and formatting help articles including visuals and videos
- Ability to multitask and prioritize tasks efficiently
- Experience with help desk ticketing and customer knowledge base systems
- Strong problem-solving skills and attention to detail
- Nice to have: experience setting up support software such as Freshdesk and Intercom
- Nice to have: experience with customer facing LMS software
Responsibilities
- Manage the Scoop Help Desk Ticketing System and respond to customer inquiries in a timely manner
- Communicate issues to the internal team for resolution and follow up on open tickets
- Organize and prioritize feature requests
- Write help desk articles and record how-to videos to assist customers with common issues
- Stay up to date with new products and features to accurately assist customers
Instructions to apply
You may visit our website and apply using the link below:
https://www.scooprobotix.com/were-hiring-technical-support-manager/
Job Type: Full-time
Benefits:
- Dental care
- Extended health care
- Vision care
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Technical support: 3 years (preferred)
- B2B SaaS industry: 3 years (preferred)
- helpdesk and ticketing system: 3 years (preferred)
