Manager, Technical Support

  • 8529 Six Forks Rd Suite 400, Raleigh, NC
  • Full-time

Job Description

As a Manager, Technical Support, you will be responsible for leading a team of Engineers to be highly motivated and effective support agents; creating a differentiating experience for the customer in a cost effective manner. You will manage, coach, and develop a high performing team while ensuring their adherence to procedures, service level agreements, systems, and structure. You’ll also work cross-functionally with our professional services and development teams to ensure quality service and a closed-loop feedback process. If you're driven, results-oriented, love solving problems, customer-focused, and are passionate about technology, you’re who we're looking for to lead our technical support team!

 

Responsibilities

  • Directly manage a team of technical support personnel and coach the team to achieve high performance
  • Implement procedures that drive effective and efficient operation of the support team
  • Establish and refine metrics and key performance indicators that forecast capacity, anticipate customer sentiment, and increase productivity
  • Monitor programs and procedures to ensure on-time delivery and customer satisfaction
  • Set, monitor, and evolve performance standards to meet or exceed service goals
  • Structure the onboarding and ongoing training for support employees including cross-training, certification programs, and gamification initiatives
  • Provide feedback to other company departments regarding impacts of product defects, system stability, feature functionality, product usage trends, and overall satisfaction
  • Act as a primary escalation point for customers and internal stakeholders
  • Implement RCA initiatives to understand key themes and drivers
  • Meet with key customers as needed

Qualifications

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Leadership – Coach and motivate your team to perform at a high level
  • Drive & Hard Work – Operate in a fast-paced environment with a focus on generating high-quality results
  • Customer Orientation – Provide a superior level of service and a critical need for our customers 
  • Problem Solving – Demonstrate an ability to deep dive into a wide variety of complex issues 
  • Metrics Driven – Passion for creating, monitoring and understanding metrics that drive the business
  • Process Oriented – Establish and refine processes to increase productivity, anticipate customer sentiment and improve communication
  • Communication – Verbal and written interaction with internal stakeholders and customers that drives results

 

Qualifications

Minimum qualifications

  • Bachelor’s degree or equivalent experience
  • 2+ years of experience managing technical support or software support
  • Fluent in English with excellent written and verbal communication skills
  • Strong problem-solving, decision-making, and critical-thinking skills
  • Ability to make sense of something complex and an aptitude for solving technical problems 
  • Demonstrated ability to prioritize and manage multiple tasks
  • Experience with Knowledge-Centered Support and other self-service programs
  • Experience with B2B support
  • Awareness of the larger business conditions that will impact day-to-day work
  • Strong work ethic and passion for excellence


Preferred qualifications:

  • Experience leading a tiered support team
  • Experience using Salesforce.com (both Service Cloud and Communities)
  • Experience supporting ERP solutions
  • Experience in a Follow-The-Sun environment

Additional Information

**At this time we are unable to provide sponsorship for those outside of the United States**

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

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **