Technical Support Assistant Manager

Job Overview

As a Technical Support Assistant Manager, you will play a critical role in leading our technical support team to deliver exceptional customer service and support. You will assist in managing daily operations, developing and implementing support processes, and ensuring the team meets its objectives in efficiently resolving technical issues and assisting customers with service tickets and being knowledge base for CIMON products. Your leadership will contribute to maintaining high customer satisfaction, enhancing team performance, and supporting our overall service goals.

Responsibilities and Duties

Team Leadership: Assist in managing the technical support team, including scheduling, training, and performance monitoring. Provide mentorship and guidance to team members to foster professional growth and high performance.Process Improvement: Contribute to the development and optimization of support processes and procedures to enhance efficiency and effectiveness. Implement best practices in troubleshooting and customer service.Customer Support: Oversee the resolution of complex technical issues, ensuring customers receive prompt, accurate, and friendly support. Escalate critical issues as needed and monitor their resolution.Quality Assurance: Monitor and evaluate team interactions and support tickets to ensure quality standards are met. Provide feedback and coaching to improve service quality and customer satisfaction.Reporting and Analysis: Assist in compiling and analyzing support metrics and reports to identify trends, areas for improvement, and training needs. Share insights with senior management to inform strategic decisions.Technical Training: Coordinate and deliver technical training sessions for the support team to keep them up-to-date with the latest technologies and product updates.Collaboration: Work closely with other departments, including marketing and sales, to ensure a cohesive customer experience and to provide feedback on product improvements or issues.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field.Proven experience (3+ years) in technical support or a related field, with at least 1 year in a supervisory or leadership role.Strong technical aptitude and understanding of IT principles, including software, hardware, and networking issues.Excellent problem-solving skills and the ability to guide team members in resolving complex technical issues.Exceptional communication and interpersonal skills, with a focus on providing outstanding customer service.Leadership skills with the ability to motivate and develop a high-performing team.Proficiency in technical support systems and tools, including CRM software and ticketing systems.Ability to work under pressure and manage multiple priorities in a fast-paced environment.Manage and maintain Support team documents and files keeping information current and up to date.

Preferred Qualifications

Experience in developing and implementing technical support processes and procedures.Familiarity with the latest industry trends, technologies, and best practices in technical support.

This role is ideal for a motivated technical support professional looking to take the next step in their career. As a Technical Support Assistant Manager, you will have the opportunity to lead a dynamic team, drive improvements in our support services, and make a significant impact on our customers' satisfaction and loyalty.

BenefitsCompetitive Base SalaryPaid Holidays, Vacation, and PTOSubsidized Gym Membership401(k) Retirement MatchChildcare BenefitsMaternity/Paternity LeavesEducation SupportRelocation Assistance

About CIMON

CIMON Inc. is a U.S. subsidiary of CIMON Ltd., a leading world-class producer of industrial automation and process control devices. CIMON Ltd. was established in 1999 and is headquartered near Seoul, South Korea, with numerous offices and R&D centers throughout the world.

CIMON provides smart and efficient automation solutions for industries such as the automotive industry, oil and gas industry, power plants, electronics, water and wastewater management, aerospace, pharmaceuticals and healthcare, food and beverage, chemical, packaging, paper and pulp, farming, and many others. With a large and well-established client base, CIMON dominates South Korea and has rapidly expanded throughout North America, Europe, and other parts of the globe.

With over 20 years of professional experience, CIMON has gained the trust of well-respected companies such as LG, Samsung, General Motors, Kia, Hyundai, Hankook, SK Chemicals, Posco, Honeywell Korea, and Durex. This is thanks to our excellent customer service as well as to several award-winning product lineups, including the Xpanel HMI series, PLC and PLC-S series, Xpanel Hybrid, UltimateAccess SCADA software, and industrial PCs.

At CIMON, we pride ourselves on our hard work ethic and stellar products. Hardware and software are developed simultaneously at CIMON, allowing for optimal product supply and system design solutions that increase facility efficiency and response time in the market while reducing long-term costs. The engineering sophistication of our products yields high durability, reliability, and usability. Whether the size of the project is large or small, CIMON offers automation solutions that will help produce optimal results.

Joining CIMON means joining a team of professionals dedicated to a better tomorrow. Industry 4.0 is the future, and CIMON leads the way with diligence and integrity. We are committed to providing advanced automation products for sustainable and responsible businesses. Take your first step towards the next generation by joining CIMON today!