Manager, Community Technical Support - Hybrid

Join our dynamic team at WorkWarp and lead the way in delivering exceptional technical support to our contract agent community!

We're seeking an experienced and skilled Manager, Community Technical Support to lead our Technical Onboarding and Support teams in a hybrid work environment. As a key member of our team, you will design and implement technical support best practices to enhance the contractor experience, drive success, and contribute to the growth of Working Solutions.

Key Responsibilities:

• Lead a team of support analysts providing technical support to contract agents from onboarding to completion of their contract.
• Design and implement technical support best practices to simplify the contractor experience.
• Collaborate with Program Managers to identify agent systems challenges and ensure network connectivity compatibility.
• Provide general technical support to the agent community and specific direction at project onset.
• Manage technical support knowledgebase articles for self-help.
• Assist with the rollout of new technology and troubleshoot all platforms.
• Implement policies and procedures for technical problem resolution.
• Evaluate new desktop systems and software, and suggest changes to existing products or services.

Requirements:

• US citizen or permanent resident.
• Minimum of 5 combined years of Call Center management and technical support experience.
• Thorough knowledge of current technology utilized by remote agent workforce.
• Ability to study and understand project technology requirements.
• Strong verbal and written communication, human relations, leadership, problem-solving, and decision-making skills.
• Strong customer focus and sense of urgency.

What We Offer:

• Competitive salary reflecting your skills and experience.
• Comprehensive benefits package, including:
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Short Term & Long Term Disability
• Work-from-home/hybrid model.

Apply Now!

We encourage you to apply, even if you feel you're not a perfect match. We're looking for great people to join our friendly team.