Support Manager - #256537
Harris Computer
Date: 1 day ago
City: Mobile, AL
Contract type: Full time
- Team Leadership: Lead and manage the support team, providing guidance, training, and performance evaluations to ensure high-quality customer service. Conduct 1:1s to develop and grow team members.
- Customer Engagement: Regularly engage with customers to understand their needs, address their concerns, and build strong relationships.
- Support Operations: Oversee the support ticket process, ensuring timely and accurate resolution of customer issues. Using data, evaluate and improve support processes to balance workload and ensure consistent support.
- Training: Develop and implement a formalized training process for support staff, establishing clear guidelines and ensuring proper training to maintain consistent and accurate support.
- Quality Assurance: Monitor and evaluate the quality of support interactions, providing feedback and implementing improvements to enhance customer satisfaction.
- Technical Expertise: Provide technical support and guidance to the team, assisting with complex issues and ensuring effective problem-solving.
- Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and shape future support initiatives.
- Billing and Renewals: Manage customer billing and renewals, ensuring accurate processing and addressing any related inquiries or issues.
- Bachelor's degree in a related field or equivalent experience preferred.
- Proven experience (>5 years) in a support management role, preferably in a software company.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to lead and motivate a team.
- Technical proficiency and familiarity with support tools and systems.
- Strong organizational skills and attention to detail.
- Ability to work under pressure and manage multiple priorities.
- Experience with financial software and managing billing processes.
- Experience working with school districts or educational institutions.
- Approachability and servant leadership.
- Curiosity and initiative.
- Strong communication abilities.
- Ability to empathize with customers and understand their use cases.
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