Manager of Customer Support
Manager of Customer Support
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Job Description
Manager of Customer Support
Welcome to Ziosk where we empower restaurants to focus on what matters most: the guest experience!
Have you ever used a tablet to pay at a restaurant We pioneered the payatthetable concept and were cooking up a plan to transform the restaurant industry. Our recipe for success has been adapting and growing to exceed the needs of our clients such as Olive Garden Texas Roadhouse Chilis and more helping them create an experience that keeps guests coming back. Today we have a full menu of solutions from hardware to software to cloudbased and AI driven products all focused on helping them create the best guest experience possible to grow their bottom line.
Our secret sauce Our people! Every day theyre cooking up bold solutions making Ziosk the leading payatthetable provider in the industry.
Want a seat at our table Ziosk is looking for an experienced technical Manager of Customer Support to lead the customer support team. The ideal candidate will have a strong technical background and be able to interact with technical and nontechnical resources. In this role you will be expected to manage several employees and be a technical handson resource serve as the point of contact for engineering activities inside the group and manage escalations for incidents or problems. You will also be responsible for writing policies process and procedures relevant to your department.
The Main Course Responsibilities
Manage all daytoday support and operations activities for the Ziosk customer locations and internal Ziosk infrastructure
Lead issue management for high severity issues including taking support escalations when needed
Lead a team of support technicians and engineers
Communicate incident status to the senior leadership team
Manage the Support ticket and phone queues
Resolve customer conflicts and handle customer escalations
Coordinate with internal teams to root cause customer issues
What You Bring To The Table Qualifications
3 years working as a support / IT engineer
Strong knowledge of general network & Windows Server technologies
Experience managing and reporting on all aspects of technical support
Strong written and verbal communication skills
Effective time management
Must be willing to adjust work schedule as needed
Ziosk is an Equal Opportunity employer offering competitive benefits and compensation. Candidates must be eligible to work in the U.S. and be able to commute to Plano TX daily. Applicants must be authorized to work for any employer in the U.S. No agencies or thirdparty recruiters please.
Required Experience:
Senior IC
Employment Type
Full-Time
