Manager of Technical Support

Responsibilities will include

• Manages and oversees the operations associated with a team of front-line technical staff providing end-to-end support for Entrata Products
• Advocate internally and externally for the success of the customer, team, and department.
• Engage regularly with team members through team meetings, one on ones, and impromptu coaching sessions to ensure existing and new expectations are being met and document such interactions.
• Review team and department performance regularly utilizing data, trends, and feedback from employees and customers.
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives. Adjust hours of work, priorities, and staff assignments to ensure efficient operation, based on workload
• Reinforce and build processes that improve customer and employee experience and balance the team’s workload.
• Govern the daily, weekly and monthly schedules and tasks of the team.
• Be available for customer escalations and resolve all customer challenges.
• Collaborate with other departments to improve relationships, flow of information, and inter-departmental processes.
• Generate new ideas for special projects and take responsibility for assigned projects from department leadership and ensure completion with a high standard of quality.
• Organize and deliver onboarding training to ensure employee satisfaction and retention
• Practice discretion and confidentiality when handling sensitive information
• Responsible for recruiting, hiring and termination for the department
• Coach and develop others actively
• Foster open and cross-functional communication

Minimum Qualifications

• 3+ years of customer support or customer service experience in a SaaS organization
• Exemplifies all corporate values and adheres to all the corporate codes of conduct
• Strong business acumen and comfortability in developing executive relationships
• Approachable and able to clearly communicate technical items to team members and customers.
• Outstanding task management skills across a varied set of responsibilities in a fast-paced, high volume environment
• Willingness to be a hands-on contributor; excellent communication skills, including issue tracking, triaging and crisis management
• A history of achieving results through collaboration and successful teamwork
• World class customer service and communication skills, both verbal and written
• Excellent problem-solving skills 
• Demonstrated technical problem solving proficiency
• Proven coaching and mentoring abilities

Preferred Qualifications

• 2+ years of managing high performing teams in a complex, fast-paced environment.
• 6+ years in a technology related field or technical support position in software
• Bachelor’s degree in Computer Science, Business Information Systems or similar field or equivalent work experience preferred
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Benefits

• Medical, Dental, and Vision Benefits
• 401K with Matching
• Life Insurance
• Flexible Spending Account
• Short-term and Long-term Disability