Technical Support Manager Jobs

We are looking for a tech-savvy, detail-oriented Technical Support Manager (TSM) to join our growing solar and renewable energy customer success team. The Technical Support Manager will be responsible for ensuring our customers receive timely and effective responses to support requests submitted via our Help Desk Portal. Additionally the TSM will be responsible for creating a variety of product support articles and videos to provide training on new and existing features to Scoop customers across the sustainable landscape including Solar, Wind, EV, Battery Storage etc.) Scoop Robotix is a rapidly expanding organization at the intersection of highly coveted technology and renewable industries and as such this position offers multiple avenues leading to expansion of skills and future leadership opportunities.

About You

• Has strength and resilience to deal with challenges and work under pressure while communicating positively with team members and leadership.
• Detail-oriented, known for not missing any details
• Proven track record of providing timely and accurate support
• Excited about proposing and implementing practical, data-driven solutions
• Quick at formulating tests for troubleshooting technical issues
• Organized and methodical, able to create self-serve support content
• Welcomes feedback and coaching, prioritizes team and business success
• Logical thinker with strong deductive skills
• Collaborative and enjoys working with colleagues from various departments

Responsibilities

• Manage the Scoop Help Desk Ticketing System and respond to customer inquiries in a timely manner
• Write help desk articles and record how-to videos to assist customers with common issues
• Strong problem-solving skills and attention to detail
• Nice to have: experience with customer facing LMS software
• Organize and prioritize feature requests
• Proficiency with organizing, writing and formatting help articles including visuals and videos
• Stay up to date with new products and features to accurately assist customers
• Communicate issues to the internal team for resolution and follow up on open tickets
• Strong written communication skills
• Previous experience as a technical support specialist for a B2B software as a service company
• Nice to have: experience setting up support software such as Freshdesk and Intercom
• Ability to multitask and prioritize tasks efficiently
• Experience with help desk ticketing and customer knowledge base systems

Qualifications & Skills

• Experience with help desk ticketing and customer knowledge base systems
• Strong written communication skills
• Nice to have: experience setting up support software such as Freshdesk and Intercom
• Proficiency with organizing, writing and formatting help articles including visuals and videos
• Strong problem-solving skills and attention to detail
• Previous experience as a technical support specialist for a B2B software as a service company
• Ability to multitask and prioritize tasks efficiently
• Nice to have: experience with customer facing LMS software

Why join Scoop

• Sweetspot of Growth: Scoop is at that very attractive sweetspot whereby it has fully confirmed product-market fit but is at the beginning of the path to significantly grow the team. As such for the next 5-10 team members that will be joining the team and who have a leader mindset, this presents the most fertile ground floor opportunity for growth.
• Significant Career Upside: We believe strongly in early leader employees participating in the long term upside of the business. We provide this opportunity through granting of stock options and other financial performance bonuses.
• Deep Technology: Our founders proven industrial background is in developing valuable IP in the robotics, automation and intelligent algorithms to solve real world problems. Working at Scoop provides a front-row seat to building cutting edge technical and business solutions and the bragging rights that go with that.
• Fastest Growing Industries: Scoop Robotix is at the intersection of exciting and rapidly growing industries namely intelligent automation technology and the renewables / sustainability sector. Gaining experience in these fields will be hugely valuable in terms of setting the right career trajectory and in relation to the future of the job market.
• Global Mission: Scoop mission "powering the renewable energy / sustainable infrastructure workforce" is global and cross-industry. As such there is no limit to the depth and breadth of capabilities that we can build which translates to many interesting, exciting technical and business problems to solve with a variety of cutting edge technologies over time.
• Making an Impact: Last but definitely not the least, when you write a line of code or onboard a new customer or create a marketing campaign at Scoop Robotix you know it's not just a job but a mission that is making a positive impact in the world and this is what keeps us all energized and engaged!

Instructions to apply

https://www.scooprobotix.com/were-hiring-technical-support-manager/

Please note, due to the high volume of applicants, only those selected for interviews will be contacted.