Customer Support Manager - TraXtion

The Customer Support Manager needs extensive experience with supported software and hardware, as well as strong leadership skills, excellent interpersonal, business management and customer service skills. Work closely with the team of customer service representatives, technicians, and other support staff to ensure that customers have a positive experience when interacting with the company.

Essential Functions

• Managing the daily operations of a firms help desk and support services
• Managing staff, training, scheduling work assignments and conducting evaluations
• Monitoring response times, evaluating user satisfaction levels and making recommendations for improvement.
• Ensuring that all client issues have been resolved satisfactorily and that no new issues have arisen since the last contact
• Evaluating and managing technical support systems hardware and software and making recommendations regarding upgrades or changes
• Negotiating, writing and reporting on internal and external service level agreements
• Ensuring that all company policies are followed to prevent any potential legal liability for the company
• Strong ability to problem solve creatively by working “smarter” not “harder”
• Respond to Help Desk calls and emails and diagnose computer problems over the telephone determining the source of the problem
• Provides support to staff, including troubleshooting problems and answering questions about products or services.
• Develop new ways to improve the customer experience or otherwise growing the support department.
• Becomes trusted advisor that our customers will turn to when they need escalated care.
• Creates new accounts, deletes terminated employee accounts and manages current accounts.
• Build new computer systems for replacement and new deployment, manual andor imaging.
• Installs and troubleshoot hardware and software as needed.
• Other duties as assigned

Qualifications/Skills

• Bachelor’s degree in business, computer science, or related field
• 5+ years experience in customer service or technical support
• 3+ years experience managing people and teams
• Proven ability to coach and develop team members
• Must have experience with remote access.
• Excellent communication, problem-solving, and time-management skills
• Proficient in Microsoft Office, with aptitude to learn new software and systems including Microsoft Dynamics CRM

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Position Type/Expected Hours of Work

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 8:00 a.m. to 5:00 p.m. and must work 40 hours each week to maintain full-time status. Occasional evening and weekend work may be required as job duties demand.

Work Authorization/Security Clearance

Must be authorized to work in the U.S.