The Manager, Technical Support is responsible for enhancing our organization and contributing to the evolution of our suite of world-class enterprise management software. The Manager, Technical Support will be a proven leader and will have experience managing a team of Technical Support Representatives. The Manager, Technical Support is responsible for team performance, ensuring timely resolution of customer issues, as well as high customer satisfaction, and acts as the primary escalation point for client partners. This position requires an understanding of technical issues and the ability to lead their direct reports through the response, working across departments to drive issue resolution and escalating issues when necessary.
What You'll Do- Manages the day-to-day operations of the Contact Center including recruiting, training, mentoring, motivating and managing a team of Support Representatives and Team Leads.
- Monitors and collaborates with team members to ensure all Case Management activities align with N-able's Support Best Practices.
- Optimizes and drives adherence to processes and practices for knowledge sharing and communication.
- Monitors case load and ensures adherence to the SLA.
- Oversees case management, including monitoring operational metrics, incident backlog review, and escalation tracking.
- Mentors direct reports, provides growth opportunities, and conducts performance reviews.
- Handles and resolves conflicts within the team or department.
- Monitors KPIs to measure team performance and drive performance improvement.
- Compiles efficiency metrics and presents recommendations to management to drive change.
- Handles customer issue escalation and resolution through all levels of the organization.
- Assigns and manages projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.
- Provides empathy and understanding of customer issues and the impact on their business operations.
- Develops individual and team objectives to contribute positively to organizational goals and direction.
- Works across teams and functions (Technical Support, Business, Development, and Quality Assurance) to escalate and resolve defects.
- Reviews departmental communication and processes, while recommending improvements and driving efficiency.
- Reviews satisfaction survey data and leverages feedback to coach direct reports and drive satisfaction.
- Ensures coverage for off hours issues, as defined by the SLA.
- Handles staffing planning and resource allocation
- Manages hiring, training and onboarding of new team members.
What You'll Bring- Technical Degree/Diploma, or a minimum of 5-7 years of experience within SaaS customer support environments, with 2+ years at the management level
- Strong knowledge of industry best practice and IT infrastructure
- Strong delegation and task management skills
- Strong leadership skills in team motivation, coaching and development
- Skilled at problem-solving, decision making, and negotiations
- Strong interpersonal skills; able to communicate at all levels of an organization
- Skilled in written and verbal communication to technical and non-technical audiences and at all levels of the organization, as well as across the customer base
- Knowledge of support case management workflow and operational metrics
- Able to manage multiple projects simultaneously
- Able to navigate challenging situations in a professional manner
- Experience working with Salesforce and understanding of SaaS architecture is a plus
- Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
- Demonstrated ability to manage multiple and changing priorities and drive quality improvements
Purple Perks- Medical, dental and vision - for employee, partner, and children!
- Generous PTO and observed holidays
- 2 Paid VoluNteer Days per year
- Pension Plan with company-contribution
- Employee Stock Purchase Program
- Discounted gym access at several local facilities
- FuN-raising opportunities as part of our giving program
- N-ablite Learning - custom learning experience as part of our investment in you
