Id : 386055492 Ein_id : 601921 Job_title : Technical Support Manager Address_line_1 : 601 W St Germain Country : USA City : Saint Cloud State : MN Zip : 56301 Base_pay_frequency : YEAR Relocation_expense_covered : Id : 347972 Name : Full Time Regular Required_degree : FOUR_YEAR_DEGREE Manage_others : true Job_description : Technical Support Manager Department: Client Services Supervisor: Vice President of Client Services Job Summary: The Technical Support Manager is primarily responsible for managing our 24/7 Technical Support team. The Technical Support Manager will lead their team members based on a results and action driven approach. They will create and maintain a learning culture of empowered accountability to think and act in a manner which will deliver the desired organizational results. They will operate with a sense of urgency, passion and commitment to GeoComm and public safety. Additionally, this role is key in developing cross functional relationships within Client Services and across the Technical and Development teams in order to successfully deliver Tier 1 and Tier 2 Support to GeoComm Business Partners and direct Clients. Developing and managing a set of department KPI’s will be key to managing and growing the team over time to meet the changing SaaS technical and customer support landscape. This role will be vital in the transformation of the department from a strictly on-premise technical support team to a modern cloud hosted and SaaS Support team. Essential Specific Job Duties: - Manage daily technical support activities. This includes leading technical support initiatives, prioritizing issues, prioritizing workload, and managing escalation of customer support issues. - Build a high functioning team to meet technical support metrics and ensure a high standard of customer service: - Hiring qualified and capable candidates - Build a learning organization through training and coaching - Coaching team members while encouraging and facilitating team member growth - Holding team members accountable to high technical support and customer service standards - Evolve and manage Key Performance Indicators (KPI’s) to measure and report on technical support goals and targets: - First Response Time - Net Promoter Score - Average Case resolution time - Case Backlog, Volume, Turns - Revenue, Retention and Customer Churn - Additional Metrics as we migrate and evolve to SaaS and Hosted systems - Conduct hands on investigation for customer cases that are being escalated. Handle customer and Business Partner issues as needed, and deals with more difficult issues personally, involving the Vice President of Client Services in complex customer issues. - Managing customer SLAs - Setting SLAs and managing to them - Monitor and report on SLA metrics - Own processes for communications during emergency issues and divert support resources to minimize SLA breaches and minimize customer impact - Collaboratively work with the Implementation and Platform teams to develop transitions from customer onboarding to technical support and ensure all processes including escalation processes are documented and tested. - Optimize and iterate on processes and systems to continuously improve technical support response times and continuously improve customer experience - Effectively manage and optimize our CRM to ensure efficient and effective technical support - Recommend and implement customer support processes to stay on top of SaaS technical and customer support initiatives - Ensure customer cases and customer records are up to date - Develop and maintains a working knowledge of current and future GeoComm software products, technology, and processes. - Including operation within various environments - Knowledge of third party software systems and how the operate with GeoComm software systems - Cloud hosted solutions, especially in AWS, in both public and private hosted environments - Ensures training for all new technical support employees and remedial technical support training as needed to ensure s high performing team. - Ensure the creation and upkeep of technical support process and procedural documentation - Develop and manage annual Technical Support budget Essential Universal Job Duties - Improves self in any way possible to enhance job performance - Promotes the Company, its Mission, Values, programs, and achievements to the public and other employees Core Values: - Customer Commitment - Continuous Improvement and Innovation - Sense of Urgency - Teamwork - Empowered Accountability Minimum Qualifications: - Bachelor's degree in computer science or a related field - 5 + years of experience working in customer support for SaaS Companies - 3 + years of experience managing technical staff - Proven track record in building performing teams and experience hiring and retaining technical staff - Proven track record of technical support/customer success - Experience meeting SLA’s and KPI’s - Must be able to quickly grasp new technological concepts and work within their team to implement them - Possesses sound analytical skills, as well as strong decision-making and problem-solving aptitude - Team player that is fully committed and engaged within their team and GeoComm - Collaborative, great example to the team and to peers - Self-starter with strong attention to details - Demonstrates the ability to communicate effectively both orally and in written format with employees and the general public; to maintain confidentiality in daily operations; to conduct daily duties in a professional appearance and manner. Desired Experience - Experience in public safety or public safety GIS systems deployment - Project Management certification (PMP) or experience - Customer Success Experience Geo-Comm is an equal opportunity employer, and does not discriminate in hiring or employment on the basis of race, creed, color, religion, sex, national origin, citizenship status, age, disability, marital status, familial status, sexual orientation, veteran status, public assistance status, or any other status protected by applicable law. Geo-Comm Corporation provides a drug-free working environment. Min_experience : 5
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