Software Support Manager

Job Summary:

AssetWorks is seeking an experienced Software Support Manager to support our enterprise software product line for both cloud and on prem customers. This leadership position will be responsible for managing and mentoring the team that is frontline in resolving customer technical problems within our industry leading asset management solution. This leader will ensure the team delivers the highest level of customer service possible.

This role will manage a team of 14. The team is split into two groups: functional representatives and technical representatives. Within these groups, we provide a tiered support structure having both teams collaborate to support the customer base. A team lead oversees the functional team.

Job Description:

Essential Duties and Responsibilities:

• Manage a team including tasks such as recruiting, hiring, training and coaching
• Maintain KPI's and develop regular reports to measure and improve team effectiveness
• Assist in improving customer satisfaction by providing a wide range of support for customers
• Serve as an escalation point for technical customer issues
• Build processes to keep customers informed of how and when issues are resolved
• Maintain a high level of customer satisfaction in all customer-facing projects and tickets
• Maintain rapport with customers through candid dialogue and continuous improvement
• Perform technical training for customers and internal staff as needed
• Solicit feedback from customers on performance of customer care department
• Track the progress of projects and tickets with detailed notes in Zendesk
• Understand technical architecture and third-party dependencies of AssetWorks applications, be able to discuss with customers and coach staff
• Work with engineering and development on system issues
• Ensure successful delivery and install of new software releases

Requirements:

The successful candidate will possess the following:

• 5 + years' work experience in managing a customer service or support team that supports complex software suites in on-premise and hosted/cloud environments
• Technical Support experience of enterprise applications and relational databases
• Experience with case management software and processes
• Experience communicating with and managing customers at various levels of technical and non-technical depth
• Skilled at collaborating across departments to resolve customer issues
• A working knowledge of the Agile / Scrum software development methodology
• Excellent communication and presentation skills (written and verbal)
• Bachelor's degree in STEM, preferably information technology related
• Asset management domain knowledge and/or experience working with state and local governments
• Travel: Less than 15%
• After-Hours work: Some required
• Soft skills:
  • Attention to detail
  • Adaptability
  • Leadership
  • Resilience

Worker Type:

Regular

Number of Openings Available:

1