Manager, Customer Support (Technical Pillar)
New
O
OneStreamFinance software
Location: United StatesFull-TimeManager
Salary1 USD per year
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Job Details
- Experience
- 5+ years of Software Support Helpdesk experience or experience in a Level 2 or Level 3 IT support environment, with 2+ years in a Team Lead or supervisory capacity.
- Required Skills
- Process improvementCustomer support
Requirements
- Have a bachelor’s degree in a technology-related field or equivalent work experience.
- Bring 5+ years of Software Support Helpdesk experience or experience in a Level 2 or Level 3 IT support environment.
- Have 2+ years of experience in a team lead or supervisory capacity.
- Have experience solving business and technical process challenges.
- Have experience documenting best practices and procedures in an IT knowledge base.
- Demonstrate proficiency in customer support methodologies, best practices, ticketing systems, and knowledge base management.
- Be familiar with technical concepts used in customer support and troubleshooting.
- Be able to analyze customer support data and metrics to identify trends and performance gaps.
- Be able to explain technical information and complex concepts clearly to diverse audiences.
- Demonstrate problem-solving, collaboration, and conflict-resolution skills.
Responsibilities
- Lead an assigned group of customer support engineers and guide the team toward departmental goals.
- Conduct performance evaluations, provide feedback, and support team members’ professional development.
- Monitor response time, resolution time, and customer satisfaction metrics, then implement corrective actions.
- Review support queues to manage issues within SLA timeframes.
- Respond to escalated issues from customers and internal groups.
- Identify opportunities for automation, process improvement, and security.
- Ensure engineers complete compliance documentation and configuration checklists.
- Hold weekly support team meetings and perform triage as needed.
- Collaborate with other departments to address customer inquiries and resolve issues.
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