Technical Support Manager

5 days ago

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Granicus

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Cloud Computing • Streaming Media • Webcasting • Government Transparency • communications

501 - 1000

Description

• Granicus builds and maintains technology transforming the Govtech industry. • Responsible for team leadership, recruiting, coaching, and service delivery. • Manage a 24/7/365 technical support operation across worldwide locations. • Partner with product and engineering teams to solve customer issues. • Handle client escalations efficiently and propose resolutions. • Track customer issues, present findings, and recommend improvements.

Requirements

• 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment • Ability to maintain a calm demeanor in a fast-moving environment • Strong time management skills and ability to effectively prioritize tasks in line with business requirements • Ability to address issues with staff using empathy, humility and tact • Strong recruitment selection skills and willingness to assist other managers in their hiring process for resume reviews and panel interviews • Direct experience of HR processes such as grievance, PIP and dismissals • Strong history of working cross-functionally to identify opportunities for improvement and implementing those positive changes • Excellent verbal and written communication skills, both internally and client facing • Experience de-escalating clients or situations, providing clear and actionable paths to overcome disagreements or issues • Experience with back-end systems such as Salesforce Service Cloud, Jira etc. • Experience creating/editing reports using tools such as Salesforce, PowerBI etc. • Experience with multi-channel contact centers, such as chat, phone, email, portal, etc. • Familiarity with Agile development methodology • Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable.