Manager, Support

  • Full-time

Company Description

About Us:

Insightsoftware is a growing, dynamic 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

Job Summary

Provide a high-quality support service to Insight software clients across product line(s) and/or businesses through a team of well-trained and effective support analysts to help build, maintain, and improve customer satisfaction to a level that the customer will act as a sales reference site.

 Responsibilities

  • Exercises independent judgment and discretion in planning and organizing customer support activities to ensure customer satisfaction.
  • Manages and directs the activities of the customer support staff
  • Responds to escalated customer issues and resolves in a timely manner.
  • Ensure common customer metrics are maintained and monitored (example: SLA/PSP) and report monthly to identify potentially dissatisfied customers.
  • Visiting customer sites and User groups to continually keep abreast of views on customer satisfaction with Insight Software support services.
  • In conjunction with Regional Support Managers, Regional Service Managers, and Development Managers, develop and improve standard Operational Level Agreements for new and existing vendor/supplier relationships to improve service levels.
  • Ensure regular up-to-date accurate information is recorded in the call logging system (e.g., SupportForce.com) so that customers can see progress on the support cases
  • Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. Ensures that these are passed on to the appropriate groups for action to drive increased revenue.

Qualifications

Required:

  • 6+ Years of Experience in Leadership Activity.
  • Strong Experience in Support BU Unit.
  • Strong Experience in any ERP Application Product
  • Good to have worked on SAP, Oracle Products
  • 12 years of helpdesk or overall support experience in at least one of the assigned products
  • 8 years of experience in developing, supporting, or using IT software

Preferred:

  • Bachelor's Degree in Business, Finance or Computer Science or relevant work experience
  • 12+ years relevant work experience
  • 6+ years relevant leadership experience including directing the work of others

Knowledge, Skills, and Abilities:

  • Strong customer support skills with demonstrated ability to effectively deal with escalated customer concerns.
  • Demonstrated success managing and developing non-exempt level positions. Working Arrangements
  • Standard work week or as defined by assignment requirements.

Travel:

  • International travel may be required
  • Up to 10% travel may be required
  • As dictated by client circumstances

Additional Information

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. **