Manager, Technical Support

Our growing Customer Experience Team is looking for a Manager, Technical Support! You will be responsible for leading a small team of Technical Support Analysts, providing service-related operations for our organization.

What You’ll Do

• Hire, lead, and mentor a team of Technical Support Analysts within designated product offering(s)
• Field and handle escalations from our customers
• Assign problems/tasks to individual Technical Support Analysts
• Regularly review open tickets for quality control and remediation
• Make decisions quickly, often with limited information
• Extract reports from ticketing system to assess team and individual performance
• Write and deliver quarterly performance reviews for your team members
• Ensure delivery of contractual SLAs for performance for tickets

Your First 90 Days

In your first 30 days, you will complete new hire orientation and get to know our team and how it operates. You will become proficient in Salescloud case management, Zendesk and Freshdesk ticketing systems. In partnership with our Director, Product Support, you will enroll in and complete Unanet product trainings. 

In your first 60 days, you will begin auditing current processes and procedures and performing gap analyses on opportunities you identify to improve how we operate and serve our customers. You will begin answering calls from our customers with support requests related to our products. You will actively participate and contribute to daily status calls relating to our product offerings. 

In your first 90 days, as your understanding of our products grow, so too will your influence and impact. You will author and edit processes and procedures that will be shared across our team. You will have gained a deep understanding of our Support organization as well as the vision and direction for the team.  

Who You Are

• 5+ years of experience in a Technical Support role
• Experience managing on-time delivery of projects
• Demonstrated people leadership skills
• Experience understanding and performing troubleshooting
• Experience with Salesforce CASE management or equivalent ticket system
• Strong interpersonal, team and customer-facing skills
• Desire to work in a dynamic and fast-paced environment
• Bachelor's degree in Computer Science, Information Technology or related

 Differentiators

• Knowledge of Unanet GovCon, A/E, CRM or Flowtrac software applications preferred
• Prior project management experience 

Our Values

• We are a Team. Employees, customers, and partners working together.
• We are Customer-Focused. Customers are the heart of everything we do.
• We are Driven. Seeking exceptional outcomes.
• We Own our Success. Every employee has a stake in our company.
• We do the right thing and have fun in the process.

 The salary range for this opportunity is $105,000 - $115,000 per year. You will be eligible for employee equity as well as discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet’s employee benefits plans and programs. For more details on Unanet’s benefits offerings, please visit https://unanet.com/employee-benefits.

 Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.