What we do:

Jolt is a Utah based industry leader providing a digital solution to help operations within restaurants, car washes, health offices, amusement parks, retail stores, and many more service industries! Our suite of products include task lists, employee scheduling, food safety regulations, employee training modules, printed labeling, time tracking, and other customizable solutions that are game changing for our customers and their operational needs.

Our software is used by not only amazing small and mid size businesses, but also highly recognizable companies such as McDonald’s, Legoland, Chick-fil-A, Chevron, The Bellagio, and 7-Eleven. Individuals that are desirous to make an immediate impact in a growing business will love working here with Jolt!

About the role and how you’ll make an impact:

As our Manager of Technical Support, you will take ownership leading our current technical support team. You will do this by becoming a product expert for Jolt to provide our customers a reliable knowledge base, managing the volume of daily cases, and holding the team accountable to KPIs. You are someone that enjoys developing clear strategies and support structures to handle customer needs efficiently. Should there be opportunities for our team to improve, you will be working in tandem with other org leaders in improving our processes! Your ability to build rapport among the team and Jolt customers will be vital in this role. We will rely on your ability to make informed business decisions using metrics and KPIs.

Your executive presence, ability to communicate effectively your vision, and technical aptitude troubleshooting both software and hardware will also be keys to your success. You will be highly motivated to work through and provide solutions with the challenges our customers face, and in so doing, leave your footprint in a high-growth organization. Your main responsibilities in this role will include the following:

  • Utilize and translate reports and metrics to make informed decisions for the technical support organization.
  • Review cases on a daily basis and determining what needs to be dispatched to team members
  • Review and handle customer escalations
  • Identify bugs and communicate with Development team for solutions in a timely manner
  • Support technical support specialists by jumping in on calls and answering questions and solving problems as they arise
  • Hold strategic conversations with sales leaders concerning RFPs
  • Account for and own your organization’s deliverables
  • Manage relationships and business with our outsourced team
  • Utilize tools such as Salesforce, Service Cloud, Jira, Kibana, Google Suite

Qualifications:

  • 2+ years of technical support management experience: training and leading technical support teams
  • Highly collaborative in communication with team members, cross departmental members, and leaders
  • Deep aptitude of technical knowledge and application
  • CRM and ticketing system experience
  • Ability to analyze and create actionable insight from data

Benefits and Perks:

  • Monthly cash credit to spend on our Fringe portal for things like entertainment, subscriptions, food, travel, etc.
  • Stock options
  • Employer HSA contribution
  • Health, dental, vision, and life insurance
  • Unlimited PTO with 10 paid company holidays
  • Stocked kitchen, onsite gym, and weekly lunch provided

Learn about our product and see how our customers use Jolt!

Checklists Testimonial | Coconut Cove

Jolt for Convenience Stores

Labeling Testimonial | Culver's

Jolt Product Demo

Jolt Value Prop and ROI Video

To learn more about our culture and what drives us, visit jolt.com/values

Jolt is an equal opportunity employer. Jolt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.