Project Manager Technical Support

About Brite

Brite Systems is an Information Technology company specialized in consulting and software development. We have been successfully implementing solutions for the public and private sector since 2006.

We focus on providing our clients with simplified, innovative technological solutions to improve and streamline the user experience. Brite Systems confidently brings the right people, customized approach, and successful track record to each opportunity. If you are looking to be part of a strong, collaborative culture, Brite Systems is the place for you to grow your career.

This position ensures that our employees provide world class solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our target goals. This position drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with customers via telephone and/or written internet-based communication and will be responsible for driving customer loyalty. Additionally, this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.

Duties and Responsibilities Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitors and drives supervisors and staff performance

• Works to increase team efficiency and effectiveness

• Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.)

• Addresses any customer satisfaction issues

• Coaches and develops employees

• Participates in hiring of new team members

• Performs any HR related administrative tasks

• Leads weekly staff meetings, conducts regular employee one-on-one sessions, and annual reviews

• Addresses any performance management issues with employees

• Works with direct reports to understand and prioritize product issues

• All other duties as assigned.

Qualifications To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

• 8+ years’ prior experience in a technical support role

• 4+ year’s prior experience in a supervisory or management role

• Proficient in Microsoft Office suite

• Salesforce experience required

• Previous CRM experience required

• Prior experience in a data-driven environment

• Excellent attention to detail and time management skills

• Excellent change management skills

• Excellent oral and written communication skills

• Excellent customer service and conflict resolution skills

• Superior trouble shooting and analytical skills

• Ability to lead and coach employees

• Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes

• Bachelor’s degree or equivalent work experience.

Brite Systems is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.