Serve as first stop for any support related questions from the support team.
Coordinate and run the weekly support team meetings and support team workflow.
Manage the administrative functions in CRM (account management, access, etc.), as well as compiling and proposing system changes.
Accountable for the adherence of assigned support representatives to the support center metrics.
Continually track key metrics (KPI’s) from inbound phone system and ticket tracking system to ensure compliance with all standards and SLA rules.
Conduct weekly 1 on 1 meetings with direct reports.
Actively manage personnel issues including but not limited to hiring and assessment of employee performance, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of underperforming staff if necessary.
Coordinate and develop application cross-training for support team.
Ownership of all assigned customer cases through resolution.
Proactive customer communications to ensure customer satisfaction.
Liaison between customer and all functional departments.
Verification and troubleshooting of customer reported information.
Replication and documentation of software defects.
Research and develop creative solutions to customer reported issues.
Provide application expertise and technical issue resolution via phone, email, or electronic ticket system.
Ability to configure customer software and hardware to allow applications to function as desired.
Responsible for analyzing and troubleshooting more complex technical issues.
Maintain on-going knowledge of applications and customer environment.
Participate in status calls with customer and company representatives, as needed.
Provides feedback on training materials and needs of the team.
Effectively multitask and manage priorities.
Remain knowledgeable and up to date regarding the core aspects of all products, as well as what is involved in their delivery. Liaison with R&D regarding technical issues, tracking and understanding product updates as they are implemented, and suggesting product enhancements as identified by team members or customers. Assist R&D with testing product prototypes, as needed.
Contribute to continuous improvement of the team’s project management practices and content development/maintenance practices. Identify ways to increase efficiencies, and implement new initiatives or processes, where needed.
Responsible for professional services such as installations, training, and documentation, ensuring quality and client satisfaction in these areas.
Completes other projects and duties as assigned.
What we are looking for:
2+ years of leadership experience.
Comfortable in speaking with any customer, and ability to build and maintain relationships.
Strong communicator, effective in spoken and written executive-level communications.
Able to travel on occasion.
Previous experience in Customer Support and Client Services.
All Applications welcome, Should you be a Veteran looking for work please self identify if you wish
