Senior Manager, Technical Support Services - Advisor360
Weston, MA
About the Job
At Advisor360°, we hire people with all kinds of awesome experiences, backgrounds, and perspectives. We like it that way. So even if you don't meet every single requirement, please consider applying if you like what you see. Though many of our roles are assigned to a particular office location, most are a hybrid of remote and in-person work.
This is an exciting opportunity for a hands-on people manager who is client savvy, has a growth mindset and a drive to continue advancing in their career. As the Senior Manager Technical Support Services, you are responsible for the smooth operation of a team of workers whose primary function is to help our customers resolve issues with our SaaS application. You must provide a high degree of customer service and technical expertise while instilling the same virtues in your team. Responsibilities include scheduling staff, developing manuals or best practices for the Technical Support Services team to follow, training new employees on our requisite software, maintaining our vendor and third-party relations, staying ahead of our feature and function roadmap while anticipating support and customer issues and maintaining our contractual SLAs. We work in a hybrid environment with a blend of onsite and remote work each week. Must be available onsite 3 days per week.
Key responsibilities
- Provide quality client facing support to all Advisor360° clients, providing a high degree of customer service and technical expertise promptly
- Hire, train, and motivate the Technical Support Services team, including delivering performance feedback
- Plan, allocate, and monitor the daily workflow to ensure commitments are met
- Troubleshoot Windows-based application issues and determine the best solution based on the issue and details provided
- Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
- Provide timely, high-quality responses to user requests and problems via a ticketing system
- Act as escalation point for the team
- Queue management to ensure resources are well-equipped to handle client demand
- Track data and generate reports on team objectives and metrics, functions within our technology platforms, and trend analysis of quality in market
- Maintain vendor/third-party relationships
- Actively support the training and development of team members
Requirements
- 5+ years of experience in a technical support role with a strong background supporting SaaS platforms
- 2+ years of management experience, ideally in a B2B technical service environment
- Strong desire to manage a team and grow as a leader
- Excellent communication skills
- Ability to cross-communicate with various areas of the organization
- Customer-oriented and composed when managing high stress situations, especially with clients with professionalism
- Ability to work individually and collaboratively
- Ability to prioritize and address multiple tasks in a dynamic work environment
Additional skills and knowledge
- Bachelor's degree or higher in computer science or related field desired
- High degree of knowledge in Microsoft Office Suite
- High degree of knowledge in the use of ServiceNow and the CSM module
- Keen attention to detail, critical thinking, and analytical abilities
- Understanding of the financial sector
- Proven interpersonal and communication (verbal, written, presentation) skills
- A proactive," can-do" approach to learning and problem-solving
About Advisor360°
Come grow with us! Join a team of inventive, driven professionals!
Launched in 2019, Advisor360° combines a start-up's agile and innovative markers with the stability of an established enterprise. Ranked the largest FinTech company in Massachusetts by the Boston Business Journal, Advisor360° was born out of 20 years of feedback from the industry's highest-producing financial advisors and has gone on to build a software that is second to none.
Our company specializes in building, delivering, and integrating technology for wealth managers. Our comprehensive platform offers a unified approach to managing wealth, delivering a connected experience to advisors and their clients.
Benefits include a competitive bonus plan, unlimited paid time off, paid sick time, volunteer time off, free access to vacation homes, a generous 401(k) employer match, stock appreciation rights, referral bonuses, 80% of either HMO or PPO premiums for individuals and family employer covered, 50% of dental insurance paid for, employer life and AD&D at 2X salary, short- and long-term disability coverage, a health savings account, flexible spending accounts, and paid bonding time for new parents.
Advisor360° also provides worthwhile perks, including a hybrid structure with most employees working from the office 2 to 3 times per week, tuition reimbursement, professional development opportunities, employee assistance programs, and more!
Join us on this journey. Advisor360° is an equal opportunity employer committed to a diverse workforce. We believe diversity drives innovation and are therefore building a company where people of all backgrounds are truly welcome and included. Everyone is encouraged to bring their unique, authentic selves to work each and every day. The way we see it, we are here to learn from each other.
Are you ready to build and discover together?