Technical Support Manager

1WorldSync
life insurance, paid time off, sick time, long term disability, tuition reimbursement, 401(k)
United States, Illinois, Chicago
300 South Riverside Plaza (Show on map)
Jul 16, 2025
Description 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: 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 Required Skills and Experience: Two-year degree in a technical curriculum preferred 5+ years of experience with technical support 5+ years of experience in a Customer-facing environment Desired Skills and Experience: 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, and organizational skills Positive and strong enthusiastic demeanor High level of initiative and self-motivation and ability to work in a team environment Strong written and verbal communication skills; excellent listening skills Compensation: $85,000 - $92,000 base salary, depending on experience. This role is eligible for an annual discretionary corporate bonus. Candidates can expect salary offers that range from the minimum to the midpoint of the salary range. 1WorldSync provides full pay ranges so candidates can consider their growth potential. Benefits: Incredible health benefits (FSA and HSA options), with dental and vision coverage. 401(k) plan with employer match. Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave. Short and long term disability and life insurance. Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, long term care and whole life insurance, identity theft prevention, tuition reimbursement, and pet insurance. Additional Details: This is a hybrid position that requires 3 days per week at our Chicago headquarters location. This role requires the candidate to have the authority to work in, and be located in the US. This position requires up to 5% travel. 1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment.All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications.All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate. Americans with Disabilities Act (ADA) 1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [emailprotected] .