Mgr., Technical Support

Who We Are

At Platform Science we’re working to connect everything that moves.

Founded in 2015 we are an open IoT platform that partners with innovative fleets application developers vehicle manufacturers and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others.  We approach challenges with resiliency and creativity while encouraging transparency because no matter our backgrounds or responsibilities we are one team.

About The Role

Platform Science is looking for a Manager of Technical Support. The role is responsible for directly monitoring reporting and driving improvements in team-level metrics and KPI’s keeping up with new & existing products and developing key support processes training and tools to ensure continuous improvement of the Platform Science support organization. The work is collaborative in nature and will involve working cross-functionally with Product Management Engineering Sales Operations and Account Management on a weekly basis. This role requires strong technical background with experience in a technical support management role proven customer-facing skills and strong communication skills. This role must understand the day-to-day aspects of 24/7 customer support including managing tickets building knowledge base articles and providing product feedback to Engineering and Product teams. The days and hours of the position are Monday - Friday 12pm -8:30pm (PST)

Essential Responsibilities

• Hands-on leader to build mentor coach and support a team of highly motivated Technical Support agents.

• Manage timecard requests and approvals

• Measure & maintain a high degree of customer satisfaction both internally & externally while ensuring the team meets established SLA’s and is working efficiently

• Hold biweekly sync ups with each report

• Run reports and manipulate various team metrics

• Manage team engagement and team morale

• Present technical questions and resolutions to customers as needed

• Successfully manage onboarding and continuous education for new and existing members of the team

• Develop and support career paths within the Support team and throughout the organization

• Manage the flow of calls and emails to ensure we are meeting our SLAs

Experience

• Bachelor’s degree preferably in a technical discipline

• 5+ years of industry related knowledge and experience in both hardware and software support or 2+ years at Platform Science in Tier I Technical Support

• 3+ years of people management experience preferred

• Ability to learn and stay current on the Platform Science product suite and transportation industry direction

• Experience working in the Transportation and Logistics industry with key products such as Transportation Management Systems (TMS) (i.e. TMW McCleod ICC) and route management or distribution software.

• Ability to clearly articulate/communicate technical issues and resolutions to multiple levels of both internal and external organizations

• Skill in examining and re-engineering operations and procedures formulating policy and developing and implementing new strategies and procedures

• Strong spoken and written language skills for working with high-value customers and publishing documentation

• Ability to balance strategic projects and initiatives and tactical day to day management of a team (including actively coaching on case handling monitoring of queues & schedules)

• Ability to identify and interpret long-term system needs on an organizational basis

• Ability to communicate complex ideas effectively both verbally and in writing

• Strong technical understanding with strong troubleshooting skills.

• Proficiency with Salesforce or other CRM

Platform Science Benefits Highlights

The company offers various benefits to regular full-time employees including:

• Medical dental and vision insurance

• Short-term and long-term disability insurances

• AD&D and life insurance

• 401k plan

• Paid vacation sick leave and holidays

• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular full-time employees.

In addition you can access the Benefit Highlights brochure for regular full-time employees by copying and pasting the link into your browser: https://www.platformscience.com/benefits

This is an exempt role. Our job titles for each posting may span across more than one job level. The estimated base salary for this role is between $76972 and $101422. The range displayed on each job posting reflects the minimum and maximum target range for new hire base salaries across all US locations. Compensation packages are based on many factors unique to each candidate including but not limited to skill set work experience relevant training and certifications business needs market demands and specific geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus equity and benefits.

Please note that the compensation details listed in US role postings reflect the base salary only and do not include bonus equity or benefits.

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At this time we only consider candidates in these states: AL AR AZ CA CO FL GA ID IL KY MA MD MI MN MO NC NH NV NY OH OK OR PA SC TN TX UT VA WA and WI. In the future we plan to add more states.