Technical Support Manager

  • Raleigh, NC, USA
  • Employees can work remotely
  • Full-time

Company Description

insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Job Description

The Technical Support manager will manage a support team and lead the team to create a Customer experience which is maximally satisfying.  The successful candidate will:

-Coach team members through individual and team meetings.

-Offer guidance through Case and Call auditing

-Respond to Customer Escalations in a timely manner.

-Oversee defect escalations to development.

-Actively maintaining backlog and Case workflows to ensure KPI goals

-Manage development and improvement of onboarding process for agents

 

Qualifications

Desired Skills and Expertise

- STRONG PREFERENCE will be given to current insightsoftware employees

-4 year degree in technical, financial, or managerial discipline. 

-Strong time-management/project management skills

-Ability to stay focused on core responsibilities while successfully handling a wide spectrum of client requests

-Excellent written and verbal communication skills

-Friendly and courteous demeanor with emphasis on strong Customer service

-Experience managing people and teams preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.