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Technical Support Manager

3 months ago

Sioux Falls, United States Sunbird Software Inc. Full time
Job DescriptionJob Description

The Sunbird Technical Support (TS) Manager is the facilitator, trainer, motivator, and coach, working across functional teams to ensure collaboration, communication, visibility, and successful delivery of Sunbird TS performance metrics to ensure an excellent Customer Experience for Sunbird’s clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage Sunbird’s Tech Support Team and internships focused on high quality case management for DCIM software clients.
  • Effectively assign and balance case load across TS team’s skills and expertise.
  • Serve as the hiring and onboarding manager for all Tech Support positions and other entry level positions within the Client Services teams.
  • Ensure all new hires into the Sioux Falls office are welcomed and trained for their appropriate position.
  • Understand and provide insight into Sunbird’s TS KPIs from our support portal utilized internally and client facing reports.
  • Ensure the TS team is addressing client issues within the Service Level Agreement’s provided to them in their annual maintenance agreements and software license.
  • Work with Project Engineers on scheduling of onsite auditors.
  • Approval access to Support Portal for internal agents and external clients.
  • Weekly review of client’s annual maintenance statuses and revoke permission to access if a valid maintenance agreement does not exist.
  • Assist in the local recruitment process for Sunbird Software positions.
  • Collaborate with Client Success, Sales Engineering, Project Management, and Professional Training on Client Services strategies initiatives.

REQUIREMENTS/QUALIFICATIONS

  • Bachelor’s degree in a technical discipline or equivalent experience.
  • Able to onboard new staff and mentor junior team members.
  • Three years’ experience providing customer support for complex technical software solutions, preference with data center knowledge.
  • Ability to adapt/multi-task/manage changing priorities.
  • Self-motivated, ability to learn and apply new skills quickly
  • Good oral/written communication and interpersonal skills required, ability to adjust communication style depending on audience.
  • Continuous team collaboration for intra-departmental process improvement.
    • Budgeted
    • New Addition
    • Replacement
  • Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction. Ability to work flexible hours.
  • Motivated in professional development/leadership skills.
  • Demonstrated basic technical knowledge of:
    • o IT hardware asset management and lifecycle
    • o Data center and Facility IT components and interconnections (servers, Blades/Blade Chassis, network switches, floor/rack PDUs, etc.)
    • Data center networks and protocols (TCP/IP, VLANs, SNMP, Modbus)
    • General database and T-SQL knowledge (PostgresSQL).
  • Reports to the office daily.
  • Potential USA and Global travel up to 15%.

DESIRED SOFTWARE KNOWLEDGE/SKILLS

  • Advanced knowledge in Microsoft Office Suite including Outlook, Word, Excel, Word, Visio, Project, Teams
  • Zoom Conference Software, FreshDesk Ticketing Software, Fresh Chat, Jira, Slack, Web Browser Configurations, etc.
  • SmartSheet Project Management software
  • Data Center Certifications (i.e. DCI, DCIM)
  • Leadership/Personality Profile Training

Why Sunbird?

We are all about delighting our clients and live/breathe the end client/user experience
We believe in collaboration, teamwork, creativity and taking initiative
Interested? Read on for additional details about this opportunity to join our amazing team
- What is DCIM Software: www.sunbirddcim.com/what-dcim
- What are customers saying about Sunbird: www.sunbirddcim.com/reviews
- Why work at Sunbird: www.sunbirddcim.com/careers

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