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Position Details: Technical Customer Support Manager

Location: Portland, OR
Openings: 1
Job Number:

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Description:

R530 Customer Support Manager

The Support Manager manages the support staff and is responsible for insuring high-quality support to our customers and is responsible for the efficient management of a diverse team. This position requires exceptional skills in attention to detail, problem-solving, communication, innovation and leadership to be the world-class support organization.

Job Duties:

  • Manages personnel activities of staff (i.e., hires, trains, rewards, motivates, disciplines, recommends termination as necessary).
  • Provides the highest levels of job satisfaction by helping every team member understand job expectations, responsibilities and company and department goals.
  • Partnering with other parts of the organization such as Engineering, Sales, Product and Professional Services on the product, process improvements based on information gathered from customer support experiences.
  • Establishing, tracking and reporting on customer service level agreements to ensure delivery best-in-class support to our customers and Partners.
  • Responsible for performance planning and appraisals and career development activities.
  • Supervises and coordinates the daily activities of the support staff.
  • Shares responsibility for staff training and development.
  • Assists in administering company policies, procedures, functions, and activities of the Viewpoint Support Department.
  • Assists staff with difficult and complex applications, systems, and technical calls.
  • Responsible for the support call queue, ensuring calls are handled efficiently and accurately.
  • Shares responsibility for scheduling, call monitoring and handles escalated customer calls.
  • Reviews closed calls, works with staff to correct errors and/or add additional information.

Competencies:

  • Problem Solving/Decision Making: Effectively develops and uses a systematic approach to analyze and solve problems. Acts proactively to anticipate risk and seeks to mitigate them before they occur.
  • Adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays, or unexpected events.
  • Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.
  • Strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues.
  • Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
  • Demonstrates accuracy and thoroughness and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.
  • Uses ethical principles to guide decisions and actions; demonstrates honesty and integrity in managing people and resources; and treats others with respect, fairness, and concern for their welfare.
  • Well-organized, self-directed team player. Remains open to others' ideas, and exhibits a willingness to try new things.
  • Demonstrates professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors, and others.
  • Consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
  • Ability to work with tight schedules and fast-paced environment.

Required Skills and Qualifications:

  • Bachelor's degree in business or software engineering and a minimum of seven years of relevant experience in software support with at least one year at the management level or any equivalent combination of education and experience.
  • Excellent management skills with the ability to effectively direct the company's support operations.
  • High knowledge and previous experience in customer support.
  • Strong technical skills with a variety of business software tools including MS Office applications.
  • Strong Oral and Written communication skills.
  • Experience in hiring and developing teams for enterprise-level technical support.
  • Experience working with Platform teams, CloudOps and SQL Admin teams.
  • Managed Remote teams.
  •  Strong experience in managing highly technical resources.
  •  Has worked for a company that has SaaS products and cloud implementations.

 

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