**Job Title:** Remote Support Manager **Company:** NVR **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 6+ **Job Description:** NVR is seeking a dedicated and experienced Remote Support Manager to join our dynamic team.
This part-time position offers an excellent opportunity for individuals possessing a strong background in technical support and remote team management.
The successful candidate will play a critical role in ensuring that our customers receive top-tier support while providing leadership and guidance to our support team.
**Key Responsibilities:** 1.
**Team Leadership and Development:** - Supervise and mentor a remote support team, fostering a collaborative environment where team members can excel.
- Conduct regular performance evaluations, providing constructive feedback and identifying areas for improvement and professional growth.
- Develop training programs for the team to ensure they are well-equipped to handle customer inquiries efficiently.
2.
**Customer Support Management:** - Oversee the management of all incoming support requests, ensuring timely and effective resolutions.
- Develop and implement remote support procedures and protocols aimed at optimizing customer satisfaction and support efficiency.
- Address escalated customer issues, providing solutions and ensuring that they are resolved to the customer's satisfaction.
3.
**Quality Assurance:** - Monitor support tickets, conduct quality assurance reviews, and maintain performance metrics to ensure high service standards are met.
- Analyze feedback and customer interactions, driving continual improvement in support processes and service delivery.
4.
**Communication and Collaboration:** - Act as the primary point of contact for customers, ensuring clear and consistent communication regarding the status of their inquiries and projects.
- Collaborate with cross-functional teams, including product management and engineering, to facilitate the resolution of complex issues.
5.
**Strategic Planning and Innovation:** - Identify and implement innovative solutions and tools to enhance remote support processes.
- Stay abreast of industry trends and best practices, leveraging this knowledge to improve team performance and customer satisfaction.
6.
**Time Management and Reporting:** - Prepare regular reports on team performance, customer satisfaction, and project updates for senior management.
- Manage time effectively to meet deadlines while maintaining quality standards.
**Requirements:** - **Education:** Bachelor's degree in a relevant field or equivalent professional experience.
- **Experience:** - Minimum 6 years of experience in technical support or related fields, with at least 3 years in a supervisory or managerial role.
- Proven experience managing remote teams and delivering exceptional customer support.
- **Technical Skills:** - Proficient in remote support software and customer relationship management (CRM) tools.
- Familiarity with troubleshooting hardware and software issues across diverse platforms.
- **Personality Traits:** - Independent: Ability to work autonomously, manage responsibilities without direct supervision, and take initiative in problem-solving.
- Adaptable: Open to change and capable of quickly adjusting to evolving technologies and shifting project priorities.
- **Soft Skills:** - Strong time management skills, with the ability to prioritize tasks effectively and manage multiple projects simultaneously.
- Innovative mindset with a passion for finding creative solutions and improving existing processes.
**Benefits:** - Company transportation provided, ensuring easy access to resources and events.
- Paid overtime to reward dedication and hard work beyond standard hours.
- Free accommodation during training sessions and company events, promoting a comfortable work-life balance.
**Working Environment:** At NVR, we pursue excellence in every endeavor, setting a high standard for achievement.
Our culture is centered on continuous improvement, collaboration, and innovation, empowering you to take ownership of your work and contribute to our collective success.
**Application Deadline:** September 24, 2024 **Equal Opportunity Statement:** NVR is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applications from people of all backgrounds, experiences, and identities.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
