Sr. Support Manager

2 weeks ago

Irvine, United States Ecotrak Facility Management Software Full time

Join a high-growth software company who is making every day easier and smoother for those who keep things running. And, we do it the Ecotrak way: caring for the people using our technology just as much as we care about making it.


Ecotrak is the leading facility and asset lifecycle management software that connects customer’s facility, finance, and operations needs into one central application. We empower our customers with a user-friendly platform to obtain meaningful data to make actionable business decisions. Learn more at ecotrak.com.


This is a hybrid position which requires 4 days onsite at our corporate office in Irvine, CA with the option to work remotely one day a week.


Position Overview:

The Senior Support Manager provides leadership and guidance to the customer support specialist team to ensure that clients receive assistance with technical and training aspects of products or services. This role has a significant level of responsibility and accountability for operational delivery and aligning customer service initiatives to support and enhance the objectives of the organization. This role is also responsible for our

Knowledge base, maintaining our articles and article creation for new releases.


Primary Responsibilities include:

  • Act as owner/administrator for Intercom platform
  • Manage the customer support department’s day to day functions
  • Mentor team members and identify development needs and coordinate additional training
  • Develop procedures and policies to increase the quality and efficiency of support to customers
  • Respond to escalated customer support issues
  • Inform the team of all new information related to products, procedures, and trends
  • Own Ecotrak Knowledge Base and technical support documentation
  • Collaborate with Implementations and Customer Success teams to drive customer advocacy
  • Interviewing and hiring new employees
  • Assess support statistics and preparing detailed reports on the findings
  • Deliver performance evaluations and following the disciplinary process according to company policy
  • Work with the Leadership team to provide an environment of learning, mentoring, and sharing enabling personal empowerment, growth, accountability and responsibility


Product Liaison Responsibilities:

  • Intake, communicate, champion, monitor and close the loop on customer feedback for product defects and enhancements
  • Represent the Voice of the Customer to the Product Team
  • Manage support of new feature release and/or defect resolution with end users
  • Lead issue prioritization decision making by collaborating with stakeholders


Professional Qualifications:

  • Bachelor’s degree highly preferred
  • 5 years' of experience in a customer facing position, in a technical support environment (preferably SaaS)
  • Experience being direct manager to a Support Team
  • Experience using help desk software (familiarity with Intercom is a plus)
  • Excellent communication and critical thinking skills
  • Confident, adaptable self-starter who is organized and customer focused
  • Proficient with Word, Excel, PowerPoint, and Google web-applications
  • Familiarity with JIRA and Confluence is a plus

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