Manager, Technical Support
- Full-time
Company Description
Recognized by the North Carolina Technology Association as 2020 “Software Company of the Year” at the NC Tech Awards, 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
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
- 1-3 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. **