Support Manager

Overview:

The Support Manager oversees our managed services and support process, responsible for the day-to-day activities of the support and managed services operations to ensure customer satisfaction. In this role, the Support Manager is responsible for ensuring the support and managed services team have documented processes in place and use the required tools and software to identify, document, track and resolve tickets. In addition, the Support Manager is responsible for the onboarding of new Managed Services customers, including conducting workshops to ensure customers understand the Managed Services capabilities and available services and determine the managed services that will be provided. Following the onboarding, the Support Manager is responsible for ensuring that all workflows are documented and kept up to date, and that we are maximizing managed services potential within the account.

Key Responsibilities:

• Help lead and prioritize the managed services and support team’s workload and coverage schedule.
• Help identify and coordinate escalations.
• Help identify areas where processes don’t exist or need further work and help improve those processes.
• Regularly monitor team performance and report on metrics
• Take ownership of agent performance, ticket quality scores, and consistent customer service experiences
• Take ownership of the onboarding process for new Managed Services customers including conducting workshops and follow-up to define the services that will be provided.
• Drive the improvement of service levels response time metrics (create and manage dashboards, SLAs, KPIs, etc.)
• Act as a liaison to customers as needed for support and managed services related issues.
• Ensure proper team training and coaching.
• Ensure the prompt and thorough documentation of all work through our ticketing system and other methods as identified.
• Ensure knowledge base artifacts are being generated and ensure consistency.
• Participate in dev planning and escalation of code changes for reg form updates and technical issues.
• Monitor dev tasks to deliver the product in alignment with customer expectations.

Job Requirements:

• Experience: 4+ years in support. Currently working as lead or a Manager
• Must have experience in Ticketing System like Zoho desk, Freshdesk or Zendesk.

Skills:

• Excellent verbal and written communication skills
• Experience leading customer support, service, and/or experience managing teams.
• Experience providing frontline customer support or service.
• Experience managing direct reports.
• A passion for mentoring others in their career growth and development
• Demonstrated success in working collaboratively with a wide variety of business stakeholders.
• Ability to ensure proactive support.
• Strong analytical skills
• Understanding of the Technology Channel a plus
• Hands on experience with CRM software a plus
• Excellent organizational and multitasking skills
• A team player with high level of dedication.
• Ability to meet deadlines and ensure team is meeting SLAs
• Demonstrate a customer focused approach.