Sr. Manager, Technical Support

Location: This role is REMOTE and open to candidates nationwide in the United States.

AbacusNext is an industry-leading vertical SaaS provider for the compliance-focused Professional Services market. We provide purpose-built, cloud-based solutions for small and medium-sized Legal and Accounting firms to support a secure and cloud-enabled practice.

Requirements

• Oversee technical support team supporting cloud servers, applications
• Problem-solve issues related to servers, connectivity, networking, printers, applications, virtualization, security and directory services
• Ensure a positive client experience and high client satisfaction
• Oversee and develop the documentation, knowledgebase, and best practice guides for technical support agents from T1 - Managers
• Communicate highly technical information to both technical and non-technical users
• The primary point for escalations and retention involving technical challenges
• Provide prompt and accurate information to members regarding accounts and services
• Project Manage cross department projects representing customer service operations
• Project Manage technical projects for Enterprise customer accounts with retention and customer satisfaction in mind
• Manage and maintain Zendesk workflows for agents
• Role will require to be escalation point of contact for 24/7 emergency on-call support
• QA technical aspects of agent's tickets for feedback and development
• Review and report data trends from ticketing system reporting problems and trends to executive team
• Manage day to day operations of the support team by reviewing performance with key metrics (accuracy, call-waiting time etc.)
• Hire, coach and provide training to personnel to maintain high customer service standards

Experience Needed to Succeed:

• 5+ years of managing a technical customer support team
• Advanced technical knowledge in areas such as Windows Server, Network topologies, Active Directory, Group Policy, Office 365
• Experience with virtualization technology including Microsoft Hyper-V and Microsoft Terminal Server
• Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)
• Strong customer service experience and attention to detail
• Excellent oral and written communication skills
• Advanced understanding of Windows operating systems and core technology
• Experience using analytical skills including critical thinking, debugging, judgment, problem solving, troubleshooting, and use-case analysis
• Experience with application hosting or SaaS preferred
• Data Center experience a plus
• Bachelor of Arts/Bachelor of Science degree in a Technology discipline preferred or 5 years of equivalent work experience
• Must have 3-5 years' experience in a leadership role, leading a customer service/technical support team
• Ability to work in a fast-paced, demanding environment, with multiple and changing priorities while maintaining strong attention to detail
• Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally
• Extensive experience with Zendesk
• Strong work ethic with a sense of urgency
• Strong customer-focus skills with ability to recognize customer requirements, assist customer in achieving their goals, manage customer expectations and consistently achieve high customer satisfaction
• Excellent analytical and problem-solving abilities
• Strong attention to detail
• Excellent verbal and written communications skills
• Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously

Benefits

• Flexible PTO
• Summer Fridays
• No meeting Fridays
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match

Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.

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