Technical Support Manager

Company Overview:

Conexon is a leader in providing rural fiber-optic networks and broadband solutions, dedicated to transforming internet access in underserved communities across the nation. We believe in the power of high-speed internet to catalyze growth, enhance education, and improve quality of life.

Job Summary:

Conexon is seeking a dynamic and experienced Technical Support Manager to lead our technical support team. This role is critical in ensuring that we provide exceptional service and support to our customers. The Technical Support Manager will be responsible for overseeing all aspects of the technical support department, including staff management, customer service operations, and system troubleshooting. This position requires a strategic thinker with strong technical expertise and excellent leadership skills.

Key Responsibilities:

• Lead, train, and manage a team of technical support specialists to ensure a high level of customer service and support.
• Develop and implement policies and procedures that increase the efficiency of the technical support department.
• Manage daily operations of the support team, ensuring timely resolution of customer inquiries and technical issues.
• Collaborate with other departments to integrate customer service with broader company objectives.
• Analyze performance data to monitor and report on support effectiveness, and devise plans for improvement.
• Handle escalated technical issues that require detailed and sophisticated troubleshooting.
• Keep abreast of new technologies and systems to continuously improve the support function.
• Manage the budget for the technical support department.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in a technical support role with at least 2 years in a managerial or supervisory position.
• Proven track record in leading a technical support team and improving service delivery.
• Strong understanding of network infrastructure, particularly in fiber-optic broadband.
• Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
• Experience with CRM software and support ticketing systems.
• Ability to work independently and make decisions under pressure.

Why Work for Us?

At Conexon, you will be part of a company that is impacting lives by connecting rural communities to the digital world. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth in a supportive and innovative work environment.