Technical Support Manager
- Raleigh, NC, USA
- Employees can work remotely
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!
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
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.
All your information will be kept confidential according to EEO guidelines.