Software Support Manager

4 weeks ago

Philadelphia, United States CareerBuilder Full time

Software Customer Care Manager page is loaded

Software Customer Care Manager

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locations

United States - Wayne, PA

time type

Full time

posted on

Posted 3 Days Ago

job requisition id

R47874

Job Summary:
At AssetWorks, the M5 Customer Care team provides support to our external and internal customers as well as providing support for customer Cloud and On-Premises environments. The team is split into two focus groups: Functional representatives and technical representatives. Both teams collaborate to support the customer base and many of the job duties for each team overlap. Within these focus groups, we provide a tiered support structure that provides not only excellent service to our customers but also the potential for growth within the department.

The Customer Care M5 Team Manager is responsible for overseeing the Customer Care M5 team and ensuring that AssetWorks delivers the highest level of customer service possible. This position is for a working manager and as such, will be expected to balance supervising agents, training, and mentoring employees in addition to providing escalation support to the Customer Care M5 Team as well as taking on escalations and special projects as needed. The current team size is a staff of 14.

Job Description:
High-level Essential Duties and Responsibilities:
Accomplishes customer care human resource objectives by hiring, onboarding, and coaching new employees
Analyze data and create reports for internal use
Analyze Log Files from AssetWorks' software as well as third-party tools and utilities
Assist in improving customer satisfaction by providing a wider range of support for customers
Assist in QA, testing, and documentation of new releases.
Assist in QA, testing, and documentation of various auxiliary products within the M5 Product Suite
Be responsive to any special projects as assigned by Management
Troubleshoot Crystal and AD Hoc Reports
Create development tickets when issues or improvements are identified
Create knowledge base entries for customers and internal staff
Delegate of responsible duties to team members
Escalate tickets as necessary to next-level support or development
Establish team building exercises and offer an open-door policy with staff
Handle customer escalations as needed
Identify areas of improvement for the department
Install and Support Proprietary applications including IIS, MSSQL, Oracle, and Crystal.
Install and upgrade AssetWorks software applications in-house and in customer environments
Involvement in any additional follow-up testing and troubleshooting
Keep customers informed of how and when problems are resolved
Keep customers informed when installs and upgrades are completed
Leverage various platforms to communicate with customers and employees including Teams, WebEx, Phone, email, and Zendesk
Maintain a high level of customer satisfaction in all customer-facing projects and tickets
Maintain rapport with customers by examining complaints and identifying solutions
Manage content updates to customer care web portal and mass email communication
Manage tasks and tickets according to priority
Monitor and maintain hosting environment for hosted customers
Perform after-hours installs and upgrades as needed
Perform after-hours support as needed
Perform training to customers and internal staff as needed
Qualify, troubleshoot, investigate, and respond to customer support tickets
Resolve clients' application questions or problems in the areas of database, system

configurations/setup,

product functionality and business enhancements
Restore, Create, and query Oracle and MSSQL Databases
Serve as an escalation point for customer issues that are not resolved by the customer care team
Solicit feedback from customers on the performance of the Customer Care department
Support and Install Mobile Software
Take level 1 and 2 customer support calls and field customer inquiries regarding the product
Track the progress of projects and tickets with detailed notes in Zendesk
Troubleshoot high level network issues
Troubleshoot Windows OS and embedded OS issues affecting our software
Understand the technical architecture and third-party dependencies of AssetWorks applications and be able to discuss with customers and coach staff
Work with management on customer care initiatives
Requirements:
The ideal candidate will possess a bachelors degree from an accredited college or university with a major in Information Systems OR related experience. The position is looking for the following:
3-5 years of relevant work experience in customer service or support management
Technical Support experience in web-based applications using .NET, C#, and IIS
Technical Support experience with Relational Database Management Systems (Oracle or Microsoft SQL Server preferred)
Experience managing a customer support department
Experience with help desk software, process improvement, staffing, planning, and standard development
Experience interacting with customer teams at various levels of technical and non-technical depth
Experience collaborating with cross-department staff to resolve customer requests
Proven decision-making skills
Experience managing and maintaining policy and procedure
Strong analytic abilities
Excellent communication and presentation skills (written and verbal)
Bachelors degree required focus on Information Technology, Computer Science, or similar
Travel: Moderate
After-hours work: Some required
Soft skills

Fast Learner
Excellent verbal and written communication skills
Problem analysis and problem-solving
Attention to detail
Adaptability
Team player
Resilient
Ability to manage and prioritize your own responsibilities while also doing so for your team

Worker Type:
Regular

Number of Openings Available:
1

About Us

Your community is comprised of many moving parts. From roads and buildings to public safety and school, each part of your community is vital to its continued success.
At AssetWorks, we create the software solutions needed for communities to succeed. From managing fleet vehicles, infrastructure, and energy to tracking buildings and equipment, our software helps communities maintain high levels of safety and efficiency.
AssetWorks employees are passionate about what they do and are always looking for new and better ways to solve problems through software in a dynamic, entrepreneurial environment. Working at AssetWorks is anything but ordinary. AssetWorks offers competitive compensation, a comprehensive benefits package and the chance to learn from the best in the business. Come join the AssetWorks team.
AssetWorks is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.

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