Insightsoftware is a growing, dynamic computer software company that helps 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!

As a Technical Support Manager at insightsoftware, you will manage a dedicated team of support engineers.  You will be responsible for the superior support all your direct reports provide to our clients.  You will be responsible for helping them grow and learn, mentoring them and showing them how to give the world class service insightsoftware aims to achieve.

What will you do?

·       Manage and work with a global team of agents.

·       Set schedules to make sure all support hours are meet including a pager rotation

·       Hire and onboard any new agents, making sure any new agents have proper mentoring and has access to any resources that will help them skill up to become successful agent.

·       Meet 1 on 1 weekly with all direct reports to make sure all agents are happy and to see where they need help or just to talk.

·       Do any yearly or ½ year review for all direct reports, communicate with them when done and advise how they can improve in the future

·       Biweekly syncs with teams to make sure we have knowledge on difficult cases, and we are approaching them appropriately and know next steps

·       Work to distribute and have agents understand yearly KPI goals to be meet.  Make sure they understand how to attain these goals.  Check the progress of these goals.

·       Interaction with broader product teams, meetings with product management, engineering, clouds.  Making sure that as manager you are with any necessary information that your team and possibly clients need to know.

·       Responsible for all communications out to client regarding product updates, infrastructure changes, really anything that can have a disruption to the cloud operations on which they work. 

·       Meet with top clients on a bi-weekly basis to see if they have outstanding issues that need to be resolved, taking note of their busy budget periods

·       Handle any case escalation, making sure it is being handled efficiently and routed to the correct departments

·       Keep track and update support’s confluence page

Work with Tidemark’s 3rd Party tool – Snaplogic, make sure agents have the resources to trouble shoot with snaplogic. Work with Snaplogic support and account managers

How will I do it.

·       Problem solving – Possess strong critical thinking and problem-solving capabilities

·       Teamwork – embody the spirit of be one team and model that for your team

·       Customer Orientation -dedicated to holding yourself and your team to a high level of customer service

·       Empathy – Understand that what we do has a direct impact on the clients

·       Flexibility – Operate in a fast-paced environment

Qualifications

·       2 years of prior management experience in a customer service field

·       Experience using salesforce ticketing system

·       Knowledge of databases preferred – either postgres or SQL

·       Comfortable to run zoom meeting with clients

·       Prior experience in a technical support role within a financial environment

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. **