Manager, Technical Support Tier 2

PowerSchool   •  

Bethlehem, PA

11 - 15 years

Posted 270 days ago

This job is no longer available.

Job Description

This position, under the general direction of the director, is responsible for the overall direction, coordination, quality, and output of employees that provide tier 2 technical support for our award-winning K-12 software systems. This position ensures that our employees provide world-class, solutions-oriented technical support with a strong focus on customer service that is designed to maximize customer satisfaction while reaching our target goals. This position drives process improvements while motivating others to accurately analyze, troubleshoot, diagnose and resolve software or system related issues. This position will interact with customers via telephone and/or written internet-based communication and will be responsible for driving customer loyalty. Additionally, this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services for a wide range of customers.

  • Practice responsibilities characteristic of a manager in a technical support department including mentoring, coaching, giving feedback, driving results, managing escalated calls, and employee retention
  • Work with senior management to ensure the effectiveness of service policies and practices.
  • Work with HR and Technical Support leadership to recruit, identify, and screen applicants for Technical Support positions
  • Hold weekly staff meetings
  • Conduct employee one-on-ones and yearly performance reviews.
  • Actively manage the performance of the team
  • Define goals and expectations for direct reports
  • Measure and report attainment of goals on a weekly basis
  • Contribute in cross-departmental management activities
  • Seek and take action on improvement opportunities
  • Advocate internally for customer needs
  • Meet standard performance goals
  • Handle projects to improve customer experience
  • Otherresponsibilities assigned by management

Skills & Requirements

  • Bachelor’s degree or equivalent work experience
  • 10 - 12years of experience in a direct client role in a complex software products environment 
  • Specialized knowledge with minimum 4 - 6 years of management experience
  • Experience with production support, application support is mandatory
  • Exposure to call-center management system and CRM system
  • Excellent communication skills, both written and verbal
  • Must be able to relate and communicate with all types of customers and situations (internal and external)
  • Excellent organizational skills
  • Excellent change management skills
  • Superior troubleshooting and analytical skills in conjunction with a structured systematic approach to problem-solving
  • Must be a self-starter, have good organization / interpersonal skills and work well both independently and as part of a team
  • Documented track record of successfully meeting or exceeding performance requirements
  • Demonstrate excellent written and verbal communication skills. Prior experience in communicating with customers is required. Prior experience in technical training is a plus
  • Achieving measurable results – be the trusted partner to customers
  • High responsiveness, persistence, 24x7 mentality with a strong work ethic and excellent client service skills