?? Manager of Technical Support

Company: Tigerpaw Software
Location: Bellevue
Posted on: September 9, 2020

Job Description:

Tigerpaw is on the hunt for a Manager of Technical Support to join our overly caffeinated team of quirky, fun and friendly Tigers. This person will be responsible for leading a team of Tigers in providing--top-notch, customer-centric technical support to our customers. Maybe you're the Tiger we're looking for? You have experience in providing technical customer support and an unwavering passion for delighting customers.-- You possess the ability to pull off the color orange and a desire to win by solving problems collaboratively. If this sounds like you, then welcome to the jungle, baby. At Tigerpaw, we embrace the weird, the odd, the unusual, and the quirky. So much so that we even added "Quirky, Fun and Friendly" as one of our core values. (It's just above the unofficial core values of "Bacon"* and "Shenanigans.") This is a job and a company where you are encouraged to let your geek flag fly. We welcome your energy, enthusiasm, and the things you are passionate about. In addition to playing a critical role in our customer retention efforts, you also will have the chance to be a member of a learning-focused company that values the--soft skills--that make coming to work awesome: communication, listening, being supportive of your team members, empathy, critical thinking, problem solving, and how to high-five a co-worker while holding a fresh slice of pizza. If the idea of working with a great team gets your blood flowing, in an environment that embraces modern ideas on leadership, company culture, and team building; if you put people first; and if you're not scared away by our quirky culture - then maybe you're the Tiger we're looking for. (There will be a Roar test.) -- Summary and responsibilities Tigerpaw is looking for a Manager of Technical Support to act as our newest Lego Master team member. This person will be responsible for: Managing a team to deliver effective, customer-centric technical support for the Tigerpaw Software products Ensuring service levels and response times exceed SLA's and working toward customer issue resolution at all times Overseeing activities of individual contributors who perform technical support responsibilities via telephone, email, and chat to identify or fix issues experienced by Tigerpaw customers Scheduling, staffing, management and development of employees Coaching team to demonstrate empathetic customer service Providing measurable feedback on service delivery Participating in required team management activities including interviews, hires, terminations, and performance evaluations Having regular interaction with clients-- Developing and maintaining technical and procedural documentation including KPI's, workflows, and diagrams Identifying and leading efforts to implement improvements and automations for routine and repetitive tasks Communicating incidents and thematic trends--to key stakeholders within the company Work with various department to monitor and learn new software enhancements in order to properly support customers Building and maintaining relationships with outside partners and identified vendors Overseeing the development and ongoing maintenance of a comprehensive knowledgebase Developing, documenting, and refining processes for effective technical support You may also be called upon to referee inter-departmental trivia contests and assist in the selection of beer and barbecue for team outings.

Keywords: Tigerpaw Software, Bellevue , ?? Manager of Technical Support, Executive , Bellevue, Nebraska