The Manager, Support will oversee staff schedules for omnichannel coverage and individual as well as group training sessions. They will conduct quarterly 1:1 and team meetings to evaluate individual and team performance and will facilitate development of proficiency in both technical skills and general customer service skills.
Primary duties:
Deliver superior level service to end user customers and act as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
Participate regularly in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
Conduct regular team meetings and performance discussions with support engineers.
Interact with regional and corporate management on matters between functional areas or customers and the company.
Track, monitor and report on department operations, and closely manage critical customer accounts to develop path to issue resolution.
Perform monitoring to ensure that support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.
Assign and manage projects based on new product releases, call related issues and/or training needs within the organization. Track projects and initiate documentation based on project successes.
Qualifications:
Bachelor of Science in Computer Information Systems OR equivalent experience.
At least 3 years of management experience in a global support organization, with advanced customer interaction skills.
At least 5 years of experience in a technical support role for software products.
Strong focus on a self-sufficient and KPI driven management approach.
High technical affinity and broad engineering competency and set of interests.
Strong focus on innovation with high interest in state-of-the-art customer service delivery technologies and tools.
Effective leadership experience required, with goal setting and action plans for career development on a team and individual basis.
Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.
Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
Desired Skills and Experience:
Skilled in hiring, leading and motivating talented support engineers.
Experienced in mentoring and developing junior management staff aiming at supporting them regarding their individual career path.
Project management experience or background, with experience in managing multiple projects and priorities in a cross-geo and cross-functional context.
Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
Ability and comfort in dealing with difficult employee or sensitive customer issues and in ensuring positive outcomes even when message is difficult or critical.
Must be motivated by challenges and be able to offer multiple solutions for a problem.
Proven track record of identifying and developing innovative enhancements to support processes and methodologies.
Able to develop individual and team objectives to contribute positively to organizational goals and company values.
Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas and multiple geos.
Proven ability to work in a fast-paced environment and high level of resilience.
