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Technical Support Manager
1WorldSyncUnited Statesfull_timeVerifiedPosted 9 Jul 2025
💰 $92,000/yr($85,000/yr – $92,000/yr)
About the role
Are you experienced in technical support and are looking for the next step in your career? Do you thrive in a busting customer care environment? Does assessing customer needs and guiding a team to appropriate resolutions make you really happy? Good news! 1WorldSync is looking for a Technical Support Manager to join our team in Chicago, IL.
1WorldSync is the industry leader in product content management. With 550 employees across the US, Brazil, Canada, Germany, Portugal, Switzerland, and the UK, we’re seeking a Technical Support Manager to support our growing global team.
Reporting to the Senior Director, Technical Support, the Technical Support Manager is required to lead, coach, and manage the team responsible for performing basic to intermediate technical support services. They will efficiently utilize standard call center technologies included, but not limited to, ticketing, telephony, communications, networking, customer communities, knowledge management and customer-specific systems. In this role, the Technical Support Manager will be responsible for ensuring proper issue escalations are handled appropriately and follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs.
As a Technical Support Manager at 1WorldSync, responsibilities include the following:
1WorldSync is the industry leader in product content management. With 550 employees across the US, Brazil, Canada, Germany, Portugal, Switzerland, and the UK, we’re seeking a Technical Support Manager to support our growing global team.
Reporting to the Senior Director, Technical Support, the Technical Support Manager is required to lead, coach, and manage the team responsible for performing basic to intermediate technical support services. They will efficiently utilize standard call center technologies included, but not limited to, ticketing, telephony, communications, networking, customer communities, knowledge management and customer-specific systems. In this role, the Technical Support Manager will be responsible for ensuring proper issue escalations are handled appropriately and follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best 1WorldSync solution or capability based on those needs.
As a Technical Support Manager at 1WorldSync, responsibilities include the following:
- Leading the team to ensure service is provided in accordance with 1WorldSync Service Desk Operating Procedures and adhering to defined Service Level Agreements
- Proactively coach, mentor, and train the customer care team to ensure high productivity and morale
- Actively seeking to understand the customers’ needs and/or the root cause of the current issue
- Acting as a customer advocate and seeking to take ownership of customer issues through resolution
- Managing inbound calls and emails from customers
- Participating in the organizations’ quality assurance program as appropriate
- Resolving assigned customer requests within established service levels and ensure the team is maintaining a balanced workload
- Monitor, balance and help to resolve functional escalations
- Using a ‘training in the moment’ approach, mentor the team with the intent to maximize knowledge and efficiency
- Continuously striving to become subject matter expert in all 1WorldSync customer facing applications and internal service desk tools and technologies.
- Following established protocols to escalate appropriate requests to more advanced functions within the service model
- Providing after-hours support for priority incidents
- Following and participating in security practices as needed
- Mentor new hires, provide training, and share best practices for quick integration, high performance and understanding of syndication complexities
- Educate teams on syndication processes and join monthly engineering calls to resolve issues
- Documentation ownership: update scripts, improve processes, and create clear documentation
- Tooling & System Improvements: lead A/B testing, system walkthroughs, and contribute to improving PWR Distribution architecture
- Two-year degree in a technical curriculum preferred
- 5+ years of experience with technical support
- 5+ years of experience in a Customer-facing environment
- Experience utilizing CRM tools; Microsoft Dynamics, Remedy/OTRS/JIRA or equivalent
- People management skills, including coaching, performance management, and administrative tasks
- Excellent analytical and interpersonal skills
- Exceptional oral and written communication skills
- Solid teamwork qualities and ability to work effectively in a matrix environment
- Superior customer services skills
- In-depth knowledge of all 1WorldSync capabilities and solutions
- Excellent technology problem-solving skills
- Friendly, patient, and articulate telephone manner with strong customer service mentality
- Understanding of XML and Web Services solutions a plus
- Working knowledge of AS2 desirable
- Strong planning, prioritizing,
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