RRemoteville

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Software Support Manager

Skills
AdaptationCustomer ServiceCustomer SuccessCustomer SupportDatabasesManufacturing Process ImprovementTalent Management
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor's degree preferred
  • Minimum 5 years of technical support experience; 3+ years of experience as a team lead preferred
  • Strong technical background
  • Experience with Windows Server, SQL Databases, and Azure preferred
  • Excellent growth performance track record and employee management skills
  • Experience building process and programs
  • Deep customer service process knowledge and history of successful installation of process
  • Background in a fast-paced technology environment is necessary
  • Ability to develop and maintain strong working relationships with all levels of staff, customers, and partners
  • Strong administrative, management and personnel recruitment and retainment skills
  • Demonstrated comfort making decisions in a fast-paced environment
  • Adaptable to change and helping others through change management practices

Day to day

  • Lead multi-site customer service organization, including day to day leadership, talent management, and staffing.
  • Support the Operations teams by providing process improvement, measurement, tracking and analytics of support analyst relevant to their functional areas.
  • Refine customer services processes, build and deliver analysis and reports on customer service performance with reporting and dashboards.
  • Drive increased productivity by leading process changes and refinement.
  • Track and analyze key customer success metrics for use in internal and external review processes
  • Own the end-to-end process of tracking the customer service metrics and delivering regular insights to the business; define and deliver techniques to improve customer service performance.
  • Assist with on-boarding and training new talent.
  • Maintain regular check-ins with the Sr. Director of Customer Support.
  • Be customer-centric.
  • Assist with Customer Escalations.