Our Firm

Careers

JOIN OUR TEAM

Our success and the success of our companies starts with talent. That is why Vista Equity Partners prides itself on hiring exceptional people who have the demonstrated potential to grow and develop within our investment teams, consulting practice, and our companies over the course of their career.

To do this, we match those interested in working at Vista with opportunities that reflect their strengths and talents. We strive to provide opportunities that allow our team members to pursue their passions both in and outside of the workplace, with ample opportunities for professional development. 

Vista is an equal opportunity employer committed to fostering a diverse and inclusive culture. Our highly motivated team features individuals with a wide range of skillsets and expertise required for the multitude of Vista roles across our investment, administration, operations, and portfolio company teams.

We are committed to continually strengthening the culture of excellence within our Vista family, and a key factor in that pursuit is our people. We are honored that you are considering Vista Equity Partners for your next career move, and we look forward to hearing from you.

It’s been a fabulous career – I’ve had the opportunity to have different roles in different software companies focused in different vertical markets…in each case the company has been an incredible success story.
–Bret Bolin, SourceNet Solution, Ventyx, P2 Energy Solutions, Misys, and Vista Equity Partners

OPPORTUNITIES

VISTA EQUITY PARTNERS

Vista Equity Partners employees identify investment opportunities and partner with management teams to create value across the software, data, and technology ecosystem
Vista Equity Partners offers roles for investment, operating, investor relations, and fund administration professionals interested in advancing their careers across all of our investment strategies

VISTA CONSULTING GROUP

Vista Consulting Group employees partner with our companies to offer subject matter expertise, best practices, and cross-portfolio collaboration
Vista Consulting Group offers opportunities from entry-level generalists to tenured executives across functions of sales, marketing, operations, finance, human resources, recruiting and training, product management and development, corporate development, and more

VISTA PORTFOLIO COMPANIES

Vista portfolio company employees deliver mission critical software, data, and technology solutions to hundreds of thousands of users around the world
Vista portfolio companies are seeking talent across all experience levels and functional expertise at numerous locations around the world, offering comprehensive training and development programs to employees looking to grow their skill set and advance their careers
VIEW ALL APPLY NOW

Technical Support Manager

Manager

Omnitracs | 1531 - OT US - Ops - Tier 1 | Dallas, TX

JOB SUMMARY:

The Technical Support Manager will manage a team of technical support staff who are responsible for responding to and resolving customer inquiries.  Management of the team will include measuring the performance of support staff against established benchmarks, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve team performance. The Technical Support Manager may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams.

ESSENTIAL RESPONSIBILITIES AND DUTIES:

  • Monitor, oversee and regulate open customer cases throughout the issue lifecycle to ensure compliance with documented service level agreements.
  • Identify, highlight, and document best practices in Customer Support through continuous assessment, and recommending process and product recommendations to the leadership team.
  • Conduct performance reviews for the team, identifying development opportunities and offering coaching and mentoring in areas that require improvement
  • Provide guidance and serve as an escalation point to the team and serve as liaison with other organizations
  • Function independently and provide recommend changes to day-to-day operations, standards, policies, and procedures to maintain support capabilities and team morale.
  • Proactively identify opportunities to improve customer experience
  • Understand and participate in developing financial targets, budgeting, product, and business planning.
  • Work closely with other departments (eg. Product development, sales, professional services) to provide feedback, develop processes, and ensure a great customer experience.
  • Manage the performance of team against all established tech support benchmarks and metrics
  • Conduct regularly scheduled team and one-on-one meetings with direct reports to address employee issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
  • Ability to learn proprietary software in effort to provide technical guidance
  • Develop and implement tactical plans for achieving strategic initiatives
  • Proven experience in incident management
  • Performs other duties and responsibilities as assigned
  • Schedule flexibility due to 24/7 environment
Skills & Requirements

QUALIFICATIONS:

  • EDUCATION:  Bachelor’s degree in a technical field; Associates with proven work experience
  • EXPERIENCE:  Minimum of 3-5 years’ experience in a technical call center environment; minimum of 2 years’ experience in a customer support management role

KNOWLEDGE/SKILLS/ABILITIES:

  • Previous management experience with accountability for budget achievement, personnel management, and departmental performance.
  • Possess strong computer knowledge, know-how, and communication skills
  • Proven experience with pc/application and/or network troubleshooting
  • Strong customer support skills and ability to manage customer satisfaction
  • Proven ability in delivering results in a high-performance customer support organization
  • Team oriented and able to build and maintain strong inter-team and inter-departmental relationships
  • Ability to train and technically develop team members
  • Flexibility and creativity in successfully managing multiple competing priorities.
  • Ability to multi-task on several projects and collaborate with groups and customers of various technical skill levels
  • Ability to work independently with minimal direction; ability to take initiative on new projects and assignments
  • Ability to prioritize projects and escalate issues to the appropriate parties as necessary
  • Encourage adherence to process and provide change initiatives when necessary.

 

 

 

Disclaimer:  This Job Description indicates the general nature and level of work expected of the incumbent(s).  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent(s) may be asked to perform other duties in addition to those described above.

 

Omnitracs LLC, is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.