Note: The job is a remote job and is open to candidates in USA. Archetype Infrastructure Solutions is seeking a Customer Support Manager – Technician Services to serve as the primary support contact for field technicians. The role manages technician requests from intake through resolution, coordinates with internal departments, tracks support tickets, monitors recurring issues, and helps improve technician support processes.
Responsibilities
- Serve as the primary support contact for technicians within assigned client accounts
- Respond to technician questions and requests in a professional and timely manner
- Help technicians determine where to go when they do not know which department handles their issue
- Provide updates while requests are being resolved
- Confirm resolution with technicians before closing support tickets
- Identify recurring technician problems and recommend process improvements
- Create, categorize, prioritize, assign, and track technician support tickets
- Ensure every request has a documented owner and status
- Maintain accurate notes and communication history
- Follow up with internal departments on unresolved tickets
- Escalate overdue or urgent requests
- Prevent requests from becoming lost during departmental handoffs
- Close tickets only after resolution has been documented
- Monitor recurring technician concerns
- Review open tickets daily
- Identify technicians experiencing repeated issues
- Monitor support trends by client and project
- Identify systemic payroll, housing, onboarding, communication, or operational problems
- Provide the Director of Operations with recurring issue trends
- Participate in project launches and technician transitions when appropriate
- Help ensure technicians know where to obtain support before arriving onsite
Skills
- Strong customer-service and communication skills
- Excellent organization and follow-through
- Ability to manage multiple priorities simultaneously
- Strong problem-solving skills
- Ability to communicate professionally with field technicians and internal leadership
- Comfortable working with ticketing, HRIS, payroll, communication, and project-management systems
- Ability to handle confidential employee information appropriately
- Strong sense of ownership and accountability
- Experience in staffing, construction, telecommunications, data centers, field operations, HR coordination, or workforce management preferred
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