Support Manager

Description

The Support Manager, in coordination with the Sr. Support Manager, leads, develops, mentors, and manages a team of support specialists to ensure exceptional customer service is delivered to clients, while ensuring departmental goals are achieved.

Responsibilities

• Monitor departmental goals to ensure client satisfaction including staffing, volume, response times and quality of service.

• Provide feedback, training and coaching, both real time and in one-on-one settings to increase representative performance levels.

• Respond to escalated client issues and negotiate solutions based on client needs and company policies.

• Review product changes and defects with development and provide them with client feedback to improve the overall product.

• Assign work and monitor on-going activities/problems of team members and works with them to assure proper follow up and closure.

• Work with the operations team to monitor team's support metrics and develop plans to help reduce problem areas.

• Coordinate and conduct staff training.

• Recruit, develop and retain individuals with skills, attitude, and experience necessary to enable the organization to meet commitments.'

• Responsible for performance feedback, reviews, and staff development for the department.

• Performs other job-related duties and responsibilities as may be assigned from time to time.

Qualifications

• BS/BA degree in related field or equivalent experience is required.

• Minimum 2 years of support experience with Tyler software applications or 2 - 3 years of support management experience if hire externally.

• Strong desire to motivate and mange a team of support professionals.

• Excellent conflict management and resolution skills.

• Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.

• A positive, professional and team-oriented leader.