Manager, Customer Support Position

Your Role:

Responsible for enhancing our organization and contributing to the evolution of our suite of world-class enterprise management software. The successful candidate will be a proven leader and will have experience managing a team of Technical Support Analysts. The Technical Support Manager is responsible for ensuring timely resolution of client issues, as well as high client satisfaction and acts as the primary escalation point for clients. This position requires an understanding of technical issues and the ability to lead their direct reports through the response, working across departments to drive issue resolution and escalating issues when necessary.

Your Impact:

• Manage the day to day operations of the Contact Center including recruiting, training, mentoring, motivating and managing a staff of Support Analysts.
• Monitor case load and ensure adherence to the SLA.
• Mentor direct reports, provide growth opportunities, and conduct performance reviews.
• Monitor KPIs to measure team performance and drive process improvement.
• Compile efficiency metrics and present recommendations to management to drive change.
• Handle client issue escalation and resolution through all levels of an organization.
• Assign and manage projects based on new product releases, call related issues and/or training needs within the organization. Track projects and initiates documentation based on project successes.
• Provide empathy and understanding of client issues and the impact on their business operations.
• Able to develop individual and team objectives to contribute positively to organizational goals and direction.
• Establish effective processes and practices for knowledge sharing and communication.
• Work with Technical Support, Business, Development, and Quality Assurance teams to escalate and resolve defects.
• Review departmental communication and processes, recommend improvements and drive efficiency.

Your Experience:

Hands-on software support experience combined with strong management and communication skills

• Skilled at problem-solving, decision making, and negotiations
• Strong written and verbal communication skills
• Strong interpersonal skills; able to communicate at all levels of an organization
• Able to manage multiple projects simultaneously
• Able to navigate challenging situations in a professional manner
• Experience working with Salesforce and understanding of SaaS architecture a plus
• Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
• Demonstrated ability to manage changing and multiple priorities
• Able to communicate verbally to technical and non-technical audiences and at all levels of the organization and across client base

Preferred Qualifications 

• Minimum of 7-10 years of technical experience with 2+ years at the management level