Technical Support Manager

hace 5 meses

Desde casa, México Elite A tiempo completo

Company Description

Elite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Our Company is focused on enabling firms of all sizes and locations to meet their true potential and provide the best service for their clients.

The Team Manager provides daily management and leadership of a team of Tier 2 Support Analysts and Senior Support Analysts. This position provides tactical support for the customers by working to improve team functions, individual performance, holistic efficiency, and work process. The Team Manager is expected to have advanced firsthand knowledge of the products and processes that the team supports. This position is a customer operations lead for a functional area and is responsible for resolution of escalated, complex, and high-profile customer incidents.

**Job Description**:
**WHAT YOU’LL DO**
- ** Lead the Team** - Monitor analyst performance metrics and manage staff to meet department and team goals and metrics. Identify and communicate work schedules, assign projects, and regularly review the quality of work performed. Assess the impact of team member decisions and solutions on the customers’ business operations. Coach direct reports to improve the level of service provided and conduct performance reviews including work with management to identify and take corrective action to improve performance. Participate in the interview and selection for new hires and onboarding. Identify training and development goals for direct reports.
- ** Drive Successful Resolutions** - Ensures that escalated, complex and high-profile customer issues and technical problems are managed effectively through frequent review of team performance to department goals. Interact with other teams and departments to obtain information, coordinate the use of resources, and drive effective communication with clients. Understand the roles and responsibilities in the business unit and department; engage resources at all levels as necessary to drive timely resolutions to customer problems.
- ** Assure Customer Satisfaction** - Monitor and manage customer interactions for the team(s) to achieve customer satisfaction goals related to providing professional, courteous, and knowledgeable service as measured via customer satisfaction surveys, aging, response, and resolution times. Handle customer dissatisfaction via direct and timely communication with the customer to resolve complaints or concerns. Provide support account management and/or consultative support to high profile and/or customers in crisis as needed. Enforce global best practices in case documentation and process workflows.
- ** Foster Internal and External Stakeholder Partnerships** - Interact with colleagues and management to resolve customer issues effectively. Coach, mentor and coordinate technical training, customer service training and knowledge transfer efforts leveraging skills and knowledge of senior analysts, principal analysts, and team managers. Lead process improvement, projects and integrate positive change into daily activities and operational processes. Take a stakeholder role in Team management and department meetings and communicate updates and information to staff and leads.
- Provide Technical Knowhow - Acquire and maintain expertise on Elite products and operating platforms. Maintain superior expertise in product area(s) that the team supports and a comprehensive working knowledge of how customers can utilize or adapt the software to effectively manage their business from a financial and operational perspective. Maintain high level knowledge of customer support and business of law industry best practices and trends.
- Communicate Feedback - Ensures respective team provides closed loop feedback to customers on case resolutions and to senior management on employee engagement issues.

**Qualifications**:
**WHAT YOU’LL NEED**
- Bachelor’s degree or equivalent experience
- Ten or more (10+) years technical, financial and/or related customer Support service experience in a software environment
- Five or more (5+) years supervisory or management experience
- Knowledge in Microsoft SQL Server, MS office, Smartsheet, IE, Chrome, and relational database concepts
- Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems.
- Excellent organizational, time management, written and verbal communication skills.
- Ability to efficiently multitask dynamically and prioritize focus correctly.
- Working knowledge of computer hardware and network operating systems and expertise trouble shooting hardware and software compatibility issues across various configurations
- Prior knowledge/experience in legal finance sector, professional services, or similar financial systems environment
- SQL, Oracle, or related Enterpris

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