Technical Support Manager (Hybrid)

Job Category:
Software

Opportunity Awaits at Altus Group!

The Opportunity

We are currently looking for a Support Manager, Americas to join our Houston office. This is an exciting opportunity to be part of a highly collaborative and supportive team. As the Support Manager you manage the customer support function and oversee the department to ensure high levels of customer success. You will be building relationships with your team and different departments in the company to ensure everything runs smoothly for our customers.

What's in it for you?

Career growth at a cutting-edge global practice. You want to be part of a company that promotes from within and supports the professional development of their teams. You will have a chance to continue growing your skills and career. You will have a chance to move up within areas such as Product Management or Offer Management.

Collaborative culture. You will have an opportunity to work closely on a high performing innovative team who will be supportive of your growth.

Exposure. You will be part of an organization that works on an exciting range of commercial property projects across the country (and globally), a place that is recognized at the top of our industry. You will have access to our proprietary database and continue growing your experience in a technology-based work environment.

This is a full-time position based out of Houston and will be moving to a hybrid model in the future.

Our new Support Manager will:

• Manage the support function for the company and provide day-to-day support, guidance, and assistance to all current subscription-based clientele
• Be responsible for overseeing the customer service department and ensuring the highest level of customer service possible. Supervise support agents through onboarding, coaches, and mentorship
• Be the point of contact and responsible for all escalated customer support issues
• Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Establish and maintain relationships with engineers, development operations and software development teams
• Ensure team/departmental milestones/goals are met through a weekly 1:1 cadence and SMART goal tracking
• Accomplish customer service human resource objectives by recruiting, selecting, assigning, scheduling, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Deliver performance evaluations and following the disciplinary process according to company policy.
• Develop resources by overseeing and evaluating the team's ongoing upskilling efforts on hardware, software, and technical skills
• Inform the team of all new information related to products, procedures, and trends
• Communicate and work with other department managers to ensure consistent internal processes, participates in weekly management meetings and leadership reporting activities
• Report and communicate relating concerns, recommendations and opinions of external clients and internal associates to Sr. Director

Our new Support Manager will have:

• The experience. You have a minimum of 2 years of management experience and have strong customer support skills within a SaaS environment. You also have team lead or management experience.
• The education. You have a degree in Diploma or Degree in a related field and / or a minimum of 2 years of management experience
• Collaboration skills. You have the ability to build strong relationships with clients and your team.
• Customer Support expertise. You have support management experience on various platforms. If you have experience with ARGUS that would be a definite plus.
• Communication skills. You are a strong verbal communicator who can articulately express ideas and solutions.

Come realize your potential at Altus Group!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Applicants with disabilities may contact Altus Group to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact us at [email protected] or . (416) 641-9500