Human Resources

Technical Support Manager Boston, MA – Near South Station

Zoom Telephonics is a downtown Boston producer of cable modems and other Internet access products. We are experiencing dramatic growth and profiting from years of experience designing and supporting great products. We are looking for a hands-on Technical Support Manager to manage and lead 6 Technical Support Representatives who are assisting end-users of our products.

Responsibilities include:

  • Manage and lead the department, providing excellent customer support and assuring productivity
  • Provide information that helps us to enhance our products and customer support
  • Provide excellent technical support to customers, via phone, email or chat
  • Motivating and developing your team to deliver the best possible issue resolutions to customers in the least amount of time.
  • Managing customer escalations to ensure positive resolution.
  • Develop and analyze reporting data to make informed decisions and recommendation about staffing, shift scheduling, support documentation, and product improvements
  • Manage scheduling of staff including shifts and breaks
  • Test some customer issues in the lab and provide feedback to Engineering
  • Make sure our support site provides excellent answers to frequently asked questions
  • Develop expert product knowledge through training, documentation, and hands on customer case experience.
  • Collaborate with the team to create process improvements and enhance overall customer satisfaction.

Requirements:

  • A bachelor’s degree in an applicable field desirable but may be substituted for experience.
  • Knowledge of personal computers and Internet access products
  • 3 to 5 years of excellent customer service, preferably with at least 2 years in a manager role
  • Ability to manage, lead and develop a team of customer-facing staff
  • Possess problem solving, troubleshooting and excellent written and verbal communication skills
  • Desire to learn new technologies and products
  • Understanding of TCP/IP networking, routing and Wi-Fi technologies desirable
  • Bi-lingual in English and Spanish desirable

Zoom is an Internet access product company located a short walk from South Station in the financial district of downtown Boston. We offer a pleasant and energetic working environment. We offer a competitive salary with a competitive benefits package including medical & dental insurance, flexible spending account, vision service plan, life & disability plans, 401k, stock options, education reimbursement, and paid sick, vacations and holidays. We are proud of our company, and we welcome new employees who enjoy a friendly results-oriented company.

To apply: Please send your resume and cover letter to Kerry Smith, Human Resources at ksmith@zoomtel.com.
You can visit our website at www.zoomtel.com.