Tech Support Manager

Your Title: Tech Support Manager

Job Location: Sunrise, FL

Our Department: e-Builder

Ensuring the delivery of high-quality service and support through supervision of a team of technical support analysts, the Tech Support Manager will provide leadership and ensure that the overall operation has a well-defined organization, structure and processes that supports the company's objectives. This person is responsible for the support of various highly technical, software solutions that are a critical part of our clients' day to day operations.

What You Will Do

• Lead, motivate, inspire and support a team of highly skilled, experienced technical support analysts.
• Create and implement tactics to drive consistent and meaningful employee engagement as measured by employee engagement surveys.
• Accountable for exceeding department metrics which are focused on delivering an exceptional customer experience.
• Empower and prepare team to accurately address client questions and concerns within the first contact or as quickly as possible while exceeding client expectations.
• Foster environment where the team is committed to acting with urgency, communicating frequently, resolving issues accurately, and working collaboratively.
• Review and respond to customer surveys to learn and drive improvement.
• Take ownership of escalated customer issues, work to resolve quickly, and adapt organization based on root cause analysis.
• Serve as the voice of the customer and regularly partner with other teams such as Sales, Professional Services, Product, Development and Operations in order to achieve objectives in favor of the customer.
• Manage daily scheduling and shift operations.
• Oversee the selection and development of team staff.
• Provide performance evaluations, training/mentoring sessions, and work assignments by consistent monitoring of individual work quality and performance.
• Analyze operations and performance and identify trends and issues that impact the performance and operations of the Department.
• Provide regular and effective management reporting.
• All other duties as assigned.

What Skills & Experience You Should Bring

• Bachelor's degree or equivalent.
• 3+ years' experience managing a team of 8 or more people in a 24x7 remote technical support call center for an on-premise or cloud-based software solution.
• Must be located near Sunrise, Florida
• Experience with software for the construction industry is a plus.
• Highly technical and capable of working through complicated issues in a short period of time.
• Superior verbal and written communication skills.
• Possess advanced interpersonal and leadership skills in directing employees to provide exceptional service while accomplishing daily tasks.
• Ability to motivate, train, coach, monitor and make recommendations.
• Proven passion for delivering a phenomenal customer experience.
• Experience using and managing 8X8, Salesforce and Jira.
• Meticulous documentation and record-keeping skills.
• Positive, solutions-oriented attitude with a willingness to adapt and evolve to support organizational objectives.

About Our e-Builder Division

Founded in 1995 and based in Sunrise, Florida, e-Builder, a Trimble Company, is the pioneer of a fully integrated, cloud-based construction management software. Our client list reads as the "who's, who" in all our vertical markets: Facebook, CalTech, INOVA Healthcare, and Chicago Transit Authority - to name just a few - . As one of the fastest growing companies in South Florida, we are proud to be named a 'Florida Company to Watch,' to be nominated as one of South Florida's best places to work and have our CEO named South Florida Business Journal's Ultimate CEO. We're excited to find innovative ways to combine technology with construction with a fun work environment. To learn more about our award-winning organization and corporate culture visit www.e-builder.net

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We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

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