Manager, Technical Support
3 weeks ago
Manager, Technical Support
to join our team.ABOUT THE ROLEAs a
Manager, Technical Support
you will manage a team within our growing Global Technical Support organization. This includes providing leadership to the team's technical staff, interfacing with Engineering on customer-impacting fixes and enhancements, recruiting and development of support staff, and guiding and exceeding team metrics. The successful candidate will also have responsibility to participate in efforts for developing and implementing world-class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.AS A MANAGER,TECHNICAL SUPPORT YOU WILL:Have team responsibility for delivering excellent technical support in a 24x7x365 SaaS environmentBe responsible for hiring, development, training, and skills management for a team of Cloud Support Engineers.Navigate and steer difficult situations towards positive outcomesMake data-driven decisions to improve operational quality and efficiencyManage toward key customer success metrics - SLA, CSAT, Time to Resolution (TTR), Knowledge Contribution etc.Perform case quality reviews and coach team members toward driving improved customer experienceFoster and grow relationships across product and engineering functions for knowledge building, incident engagement, new feature readiness, and product feedbackEstablish good working relationships with customer facing teams (sales, support account management, professional services, etc)Turn customer feedback into actionable steps to improve support service deliveryPartner with incident and escalation management team to drive satisfactory resolution of customer escalationsAssess and evaluate processes, technology, and team skill sets to identify gaps and identify areas to improve and opportunities for advancement.Be the agent of change for new business process, technology, transformationLead by example to cultivate and maintain a culture built on teamwork and collaborationManage to organizational and departmental objectivesAble to provide operational coverage outside of regular business hours at short notice when needed
OUR IDEAL MANAGER,
TECHNICAL SUPPORT
WILL HAVE:
Bachelor's or Master's degree in Computer Science or equivalent discipline5+ years of technical support and service management experience; 2+ years in a supervisory role is requiredExperience managing Enterprise support in a large and complex environment in a web-based service and technologyProven capability of delivering on departmental goals and key metricsCustomer-first mindset and a "Get it done" attitudeDemonstrated ability to provide exceptional internal and external customer careAbility to champion change through commitment and support for initiativesAbility to appropriately prioritize and escalate customer issuesAbility to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers when warrantedA reputation for fairness, dependability, and adherence to high ethical standardsStrong analytical and problem-solving skillsStrong technical aptitude and excellent communication and negotiation skills, both oral and writtenExtensive experience in one or more ticketing systems; Salesforce Service Cloud preferredNICE TO HAVE:Experience supporting a database, data warehouse, or data platform technology in a SaaS environmentExperience facilitating solution building across cross-functional teams and driving projects to achieve a shared goal
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