Manager of Technical Support Services @ Symplicity

Manager of Technical Support Services

Posted on 11/11/2022

INACTIVE

Locations

Arlington, VA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Agile

Management

Responsibilities

General Information
Acts as a help resource for system technical knowledge
Overall responsibility for ensuring that bugs are resolved within appropriate timeframes to meet internal guidelines and to insure client satisfaction
Serves as a member of the product development team to review and suggest new features and system enhancements
Issue Management
Reviews all bugs submitted by support staff
Establishes priority levels and assigns bugs to developers
Returns incorrectly escalated issues to support staff
Disseminates issue correction information to support staff to help insure that errors aren't repeated
Triage all escalated CSM bugs and assign to appropriate teams (currently there are 5 separate teams working on

Manager of Technical Support Services oversee the assignment and management of all bugs for their assigned products. They work with the Tech Lead to create developer schedules that make optimal use of staff resources. Their overall responsibility is to ensure that bugs are resolved within appropriate time frames to meet both internal guidelines and insure client satisfaction.

· General Information

· Acts as a help resource for system technical knowledge.

· Overall responsibility for ensuring that bugs are resolved within appropriate timeframes to meet internal guidelines and to insure client satisfaction.

· Serves as a member of the product development team to review and suggest new features and system enhancements.

· Issue Management

· Reviews all bugs submitted by support staff.

· Establishes priority levels and assigns bugs to developers.

· Returns incorrectly escalated issues to support staff.

· Disseminates issue correction information to support staff to help insure that errors aren’t repeated.

· Triage all escalated CSM bugs and assign to appropriate teams (currently there are 5 separate teams working on

issues).

· Development Team Management

· Manages the agile development process

· Manages the ranking of issues in the dev queue.

· Acts as liaison between developers and the Manager of Client Support Services communicate information.

· Coordinates efforts with project tech lead(s) to permanently address global bugs and fix underlying issues.

· Assists with quality assurance testing for product updates and for day-to-day bug fixes as needed.

· Serve as the product owner for CSM bugs and the RAID scrum team.

· Prioritize and groom stories for developers to fix bugs

· Participate in daily scrum calls

· Lead weekly grooming/estimating meeting for review and estimating of all issues to be handled that week

· Support Team

· Works with the Manager of Client Support Services to distribute ad-hoc information to support staff with regard to global bug handling and ticket resolutions.

· Staffing

· Involved in assisting in interviewing and hiring processes as necessary.

· Train incoming support staff on troubleshooting and issue escalation

· Reporting

· Collects and communicates the development team’s performance statistics for productivity and client feedback on a weekly, monthly, and annual basis.

· Assists the Manager of Client Support Services with the development of standardized reports.

· Submit weekly outstanding bugs report to Craig and Jay

· Track monthly bug resolves, submissions, and progress

· Notify Craig and Jay of issues affecting high priority clients. Work toward quick resolution of issues for those clients. (put out fires )

About Symplicity

Symplicity is the market leader in employability solutions. We help companies find talent, we help Higher Ed bridge the skills gap and we help recent college graduates launch their careers. Used by over 30 million students worldwide, our comprehensive suite of products touches the full life cycle of a student. From admission to alumni engagement, Symplicity’s products cover career services, advising, student conduct, campus life as well as housing & residence life. Symplicity is proud to be an equal and diverse Employer. EEO/AAP/M/F/Disabled/Veteran. Please note: employment with Symplicity is contingent on successful completion of background check.

51-200 employees

Website

Student engagement software

Company Overview

Symplicity's mission is to help institutions connect students with the people, knowledge and experiences they need to launch a successful career.

Benefits

We offer full medical, dental, and vision insurance, and flexible spending. We also encourage employees to take advantage of our health and wellness breaks
We offer a 401k plan with an employer contribution match and commuter benefits
Work/Life Balance - With more than 50% of our staff working remotely, we work hard to accommodate different time zones and special work arrangements
We have awesome perks like group sports, health and wellness breaks, and 24/7 snacks, coffee, and tea for our in-office employees.

Company Core Values

Flexibility -We strongly believe in, and encourage, a healthy work/life balance. That’s why we offer flexible work environments for all staff
Expertise - We hire many employees directly from the industries we serve and provide them rapid advancement opportunities from the start
Innovation - We love taking our technology to the next level. Our hackathons and meet-ups produce real and innovative solutions
Creativity - We encourage creativity and thinking outside the box
Collaboration
Impact