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Rise Vision - Wichita, KS
posted 2 months ago
Full-time - Mid Level
Remote - Wichita, KS
Computer and Electronic Product Manufacturing
About the position
The Head of Technical Support at Rise Vision is responsible for leading the technical support team to enhance efficiency, improve self-service resources, and maintain high customer satisfaction (CSAT) scores and response times. This fully remote role involves overseeing technical support processes, coaching team members, and ensuring exceptional customer interactions while leveraging automation and AI to scale support operations.
Responsibilities
- Own and continuously improve technical support processes, self-serve help resources, documentation, and hardware testing environments.
- Create automation and leverage AI to help the team scale and manage a growing customer base without increasing headcount.
- Become a top product expert on Rise Vision software and hardware, understanding how to position and sell the product.
- Coach the technical support team, review tickets, and ensure adherence to standards for customer interactions.
- Serve as an escalation point for customer issues and work cross-functionally to resolve problems quickly.
- Ensure all activity is logged in the ticketing system for easy access to customer history.
- Lead by example to create a culture of trust, transparency, growth, and accountability.
- Ensure team members know their quarterly targets and have visibility on metrics to account for their performance.
- Continuously validate and improve tactics and processes by analyzing ticket trends and customer feedback.
Requirements
- 5+ years of experience in technical support roles and multiple years of people management experience.
- Experience in organizations with 95%+ CSAT scores and impressive response times.
- High standards for work, ability to meet deadlines, and a commitment to continuous learning.
- Technical knowledge including familiarity with terms like NTP server, terminal, console, sudo, NAT, and MAC address.
- Comfortable with different ticketing systems, particularly Zendesk and potentially HubSpot.
- Enjoys talking to customers and helping them solve problems.
Nice-to-haves
- Experience using HubSpot for support.
- Providing support across multiple time zones and languages.
Benefits
- Health & Dental Benefits
- RRSP/401K Matching up to 5%
- Group Profit Sharing Program
- Health Spending/Wellness Spending ($500)
- $2000 for Learning & Development
- 20 days of Vacation (pro-rated based on your start date in your first year)
