Tech support manager for software company

General information for the business: We develop and sell file converters and PDF tools.
Industry: Internet/Software
Kind of support: Help desk
Description of support work: We are looking for a dedicated remote tech support manager. We develop and sell software and get questions from our clients (how to register my copy, how do I get the invoice, the app stopped working, etc.) All inquiries arrive to our helpdesk (Zendesk). Some of the users leave voice mails and wait for a call back.

It's crucial to have some IT backgroung to offer meaningful answers. The support manager either solves the tickets or passes it to tier 2 (developers). Before passing the issue the manager tests it on his machine and adds his note if he was able to reproduce the problem.

The support manager takes the calls when available or handles voice mails calling or emailing clients back. We get around 60-70 calls per month.

The usual reply time is 6-8 hours. The applicant should be quite familiar with Zendesk. We get around 500 tickets per month, the support manager makes around 900 touches. Normally the manager works for 2 hours twice a day to ensure each ticket is answered on time. It's 5 days per week ongoing job.
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