CentralSquare Technologies |
Customer Support |
Interested in leading the charge in continuing to make a leader in the public safety software market deliver its commitment to provide fanatical customer support? CentralSquare’s support teams are passionate about taking good care of our customers because they use our software to do important work.
We are seeking a Technical Support Manager who will be responsible for providing leadership and direction to one of CentralSquare’s Technical Analyst groups. This person will establish goals and implement processes to ensure quality, productivity, and issue resolution. Under minimal supervision, the Technical Support Manager ensures that the highest level of customer satisfaction is achieved through efficient and timely resolution of customer issues and accurate, timely delivery of technical service.
Monitors and assigns work to staff, trains staff, explains tasks and assists in problem resolution.
Assists the department in addressing escalated customer issues.
Works closely with staff to ensure proper coverage of the department both during working hours and after hour coverage.
Conducts audits and customer surveys for closed incidents to ensure customer satisfaction.
Ensures that the team members meet or exceed the productivity and quality measures set forth by the department.
Monitors and reports on the key performance indicators for the team.
Hires, trains, appraises, motivates, disciplines, and/or terminates personnel according to company guidelines. Recommends appropriate compensation considering market data and internal equity. Addresses employee complaints or grievances, utilizing the Human Resources department when needed.
Provides meaningful feedback to direct reports including annual performance reviews. Works with each direct report to set and achieve short and long-term goals for both direct reports and department staff.
Identifies training needs of employees and organizes career advancement and progression of staff.
Participates in inter and intra department meetings to maintain open channels of communications between individuals and departments.
Skills & Requirements
Associate’s/Bachelor’s degree and/or 3-5 years of management experience.
Understanding of technical systems and solutions (networking, applications, and services).
Understanding of organizational development.
Experience leading teams.
Knowledge of word processing software, spreadsheet software, applications, and time/expense tracking software.
Able to navigate through contemporary web browsers and software.
Able to effectively manage multiple projects, priorities, and tasks within a dynamic environment.
Effective leadership skills.
Effective communication with both technical and non-technical people, including clients and vendors.
Communication modes include spoken, email, reports, presentations, and procedure manuals.
Ability to travel up to 25% of the time and work out of our Decorah, IA office.
Bonus points for:
Management experience in a software development or public safety environment.