Manager, Technical Support

2 weeks ago

Phoenix, United States BigTime Software Full time

BigTime Software is seeking a Manager, Technical Customer Support to join our Phoenix office. This is an exciting opportunity to work side by side with a team of talented individuals who strive to deliver results and a great experience to our customers. The ideal candidate will be responsible for ensuring that our Support center operations run smoothly and that our customers receive the highest level of service.

Who is BigTime?

We've proudly been featured on Inc's 500 Fastest Growing Companies in America for 4 years in a row. BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,500 firms worldwide and tracking over $4 billion in billable time each year. Our flagship product is a SaaS-based system that is custom-built for the professional services industry.

BigTime is a PE-backed company, headquartered out of Chicago, with offices in Chicago, Boston, Phoenix and most recently, expanding internationally. We've proudly been named on Crain's Best Places to Work 2 years in a rowif you're motivated to join a hyper growth organization, we're eager to talk to you.

What You'll Be Accountable For:

  • Provides strong, dynamic leadership that mentors, develops, and guides Team Members to efficiently leverage the value of every client contact, driving a customer centric culture
  • Oversee the daily operations of the Support Center, ensuring efficiency and customer satisfaction by monitoring and leveraging metrics and KPIs resulting in high satisfaction with our customers.
  • Monitor team performance and report on metrics.
  • Maintain WFM / schedule for the team using Tymeshift.
  • Analyze performance data to identify trends, set goals, and improve processes.
  • Handle complex customer complaints or inquiries.
  • Conduct regular coaching sessions to enhance team skills and knowledge.
  • Conducts performance reviews, quality assessments and individual coaching meetings to support team members' growth and development
  • Reviews SLA's and KPI's continually and prepares reports for management. Monitor performance in operations, efficiency, procedural and quality service to ensure that expectations are met with optimum levels of service delivery
Who You Are:
  • Bachelor's degree in Business Administration, Communications, or a related field or equivalent experience
  • 3-5 years in a SaaS, not IT, Support Center leadership role
  • Technical Expertise: Knowledge of programming languages, databases, API integration, and web services.
  • Troubleshooting Skills: Ability to diagnose and resolve technical issues, including software bugs, user errors, and integration problems.
  • Networking Knowledge: Familiarity with networking concepts, including DNS, TCP/IP, and firewalls, which can be crucial for resolving connectivity issues.
  • Strong understanding of Support Center technologies and best practices. (WFM, Zendesk, Jira)
  • Excellent leadership, team management, and interpersonal skills.
  • Ability to analyze data, understand trends, and develop strategies for improvement.
  • Exceptional problem-solving and decision-making abilities.
  • Proficiency in relevant software, including Zendesk - (Admin Certification a plus)
As a Leader, you have significant experience with these foundational competencies:

Strategic Decision Making; The ability to develop a long-term vision and plan for the organization, and to make decisions that align with that vision. The ability to make tough decisions, often with limited information and in complex situations, and to consider the potential impact of those decisions on the organization. Staying focused on goals.

Innovation & Change Management; The ability to anticipate and navigate change within the organization, and to lead others through transitions. Strong understanding of need for change in high-growth environment. The ability to think creatively and to foster a culture of innovation within the organization. Willingness to think outside of the box and try new strategies.

Communication; The ability to communicate effectively with all stakeholders, both verbally and in writing. Ability to adapt communication style to different audiences. Ability to deliver compelling executive-level presentations, including board level presentations, story telling through the utilization of business and data insights.

Emotional Intelligence; The ability to understand and manage one's own emotions and those of others. Ability to use that understanding to build strong relationships and influence others. The ability to empathetically give feedback and execute Radical Candor as needed.

Team Building & Leadership; The ability to build and lead high-performing teams. Ability to develop and coach team members to reach their full potential. The ability to create an environment of collaboration and support on the team and foster a sense of safety. Service leadership skills. Sharing power, putting the needs of others first and helping people develop and perform as highly as possible.

Operational Acumen; Making data-driven decisions. The ability to establish KPIs effectively. Tying operations to numbers. Objectively evaluate team performance using healthy metrics. The ability to understand and manage financial resources effectively and to make sound financial decisions for the organization.

What We Offer:
  • Competitive salary and a quarterly bonus
  • Company pays 100% of benefits, including medical, dental, vision, disability and life insurance
  • 401k with generous company match
  • Paid Parental Leave & Access to Parently platform
  • Hybrid work schedule - In office 3 times a week
  • Generous time off and paid company holidays
  • Weekly Lunch Credit via GrubHub and company paid GrubHub+ (free unlimited delivery)
  • Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water
  • Company provided latest technology & software tools
  • Chicago & Boston office offer onsite gym

EOE

Applicants must be authorized to work in the U.S. BigTime Software, Inc. is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

  • Manager, Technical Support

    3 weeks ago

    Phoenix, United States BigTime Software Full time

    **Who is BigTime?** We've proudly been featured on Inc's 500 Fastest Growing Companies in America for 4 years in a row. BigTime Software is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,500 firms worldwide and tracking over $4 billion in billable time each year. Our flagship...

  • Manager, Technical Support

    3 weeks ago

    Phoenix, United States beBee S US Full time

    BigTime Software is seeking a Manager, Technical Customer Support to join our Phoenix office. This is an exciting opportunity to work side by side with a team of talented individuals who strive to deliver results and a great experience to our customers. The ideal candidate will be responsible for ensuring that our Support center operations run smoothly and...

  • Manager, Technical Support

    3 weeks ago

    Phoenix, United States BigTime Software Full time

    BigTime Software is seeking a Manager, Technical Customer Support to join our Phoenix office. This is an exciting opportunity to work side by side with a team of talented individuals who strive to deliver results and a great experience to our customers. The ideal candidate will be responsible for ensuring that our Support center operations run smoothly and...

  • Technical Recruiter

    3 weeks ago

    Phoenix, United States Atlantach Technical Services Full time

    Technical RecruiterArizonaAbout UsAtlantach Technical Services is an Engineering solutions company specialising in the project management, construction and commissioning market in Ireland and the USA. We are a trusted partner to leading blue chip companies across many sectors with project work spanning Semiconductor, Life Science, Manufacturing and Data...

  • Technical Recruiter

    4 weeks ago

    Phoenix, United States Atlantach Technical Services Full time

    Technical RecruiterArizonaAbout UsAtlantach Technical Services is an Engineering solutions company specialising in the project management, construction and commissioning market in Ireland and the USA. We are a trusted partner to leading blue chip companies across many sectors with project work spanning Semiconductor, Life Science, Manufacturing and Data...

  • Technical Recruiter

    3 weeks ago

    Phoenix, United States Atlantach Technical Services Full time

    Technical Recruiter Arizona About Us Atlantach Technical Services is an Engineering solutions company specialising in the project management, construction and commissioning market in Ireland and the USA. We are a trusted partner to leading blue chip companies across many sectors with project work spanning Semiconductor, Life Science, Manufacturing and Data...

  • Technical Support Specialist

    2 days ago

    Phoenix, United States MiTekAtlasIED Full time

    Job Summary: The Te nical Support Specialist is responsib for coor - ating - daily administr - ve duties of the - sign and Tech - pport teams. Alo g with being assi - d duti s within - pany used ap ations, the - chnical Support Specialist will res nd to customers' que - ons, resolve their complaints, and make sure that all depar nts are responding...

  • Technical Support

    3 weeks ago

    Phoenix, United States LTS Associate Inc. Full time

    **POSITION OVERVIEW** Technical Support is well organized, dynamic, customer-focus, proactive and is strong in team-player, multi-tasking and problem - solving skills **ESSENTIAL JOB FUNCTIONS** - Maintain an in-depth knowledge of our complete line of products and services. - Provide product demo and technical training to the sales team and customers. -...

  • Technical Support Agent

    2 weeks ago

    Phoenix, United States American Iron & Metal Company, Inc. Full time

    Strategy & Planning. Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Alert management to emerging trends in incidents. Acquisition & Deployment. Deploy pre-packaged software as needed using automated deploymen Technical Support, Agent, Support, Customer Service, Technical, Software, Manufacturing, Technology

  • Technical Support Analyst

    3 weeks ago

    Phoenix, United States Talascend Full time

    Talascend is currently seeking a Technical Support Analyst for a contract opportunity in Tempe, AZ SUMMARY: Under minimal supervision provides higher level support to Customers assigned to his or her team or designated area frequently handling non-standard issues or those for which minimal documentation exists. Serves in a Project Facilitator role to...

  • Technical Support Analyst

    7 days ago

    Phoenix, Arizona, United States Talascend Full time

    Talascend is currently seeking a Technical Support Analyst for a contract opportunity in Tempe, AZSUMMARY: Under minimal supervision provides higher level support to Customers assigned to his or her team or designated area frequently handling non-standard issues or those for which minimal documentation exists. Serves in a Project Facilitator role to...

  • Technical Support Analyst

    3 days ago

    Phoenix, United States Talascend Full time

    Talascend is currently seeking a Technical Support Analyst for a contract opportunity in Tempe, AZ SUMMARY: Under minimal supervision provides higher level support to Customers assigned to his or her team or designated area frequently handling non-standard issues or those for which minimal documentation exists. Serves in a Project Facilitator role to...

  • Technical Support Specialist

    1 week ago

    Phoenix, United States SAIC Full time

    Job ID: 2405776 **Location**:PHOENIX, AZ, US **Date Posted**:2024-04-23 **Category**:Information Technology **Subcategory**:Technical Support **Schedule**:Full-time **Shift**:Day Job **Travel**:Yes, 25 % of the Time **Minimum Clearance Required**:None **Clearance Level Must Be Able to Obtain**:Public Trust **Potential for Remote...

  • Technical Support Engineer

    1 month ago

    Phoenix, United States Aurumys Full time

    Job DescriptionJob DescriptionAs a Technology Support Engineer, you will play a crucial role in ensuring the smooth operation of our technology infrastructure while also contributing to the development and maintenance of our website, including the development of future projects. You will be responsible for providing technical support across the company,...

  • Household Manager

    2 months ago

    Phoenix, United States Hiring Manager Full time

    Job DescriptionJob DescriptionWe are seeking a dedicated and organized individual to join our household as a Household Manager. The ideal candidate will take charge of various tasks related to the care of our little one, manage household items efficiently, and handle special projects with attention to detail. We need someone who can work at least hours a...

  • Solar Technical Support

    7 days ago

    Phoenix, United States Solar Topps Full time

    **NEW OPPORTUNITY / ACTIVELY HIRING** **Solar Topps** is seeking **to hire for a permanent full time position for a Solar Technical Support Specialist in our Phoenix location**. Since 2009, many solar companies have come and gone, but no other has stayed true to their Arizona roots like Solar Topps. Headquartered in the heart of downtown Phoenix, we have...

  • Technical Support Analyst

    7 days ago

    Phoenix, United States Brooksource Full time

    BrooksourceFortune 200 Environmental Services ClientOn-site6 month contractJob Summary: The Technical Support Analyst III provides advanced technical support to customers and internal digital personnel. This role involves handling non-standard issues, participating in project facilitation, analyzing new technology deployments, and offering technical...

  • Technical Support Analyst

    2 days ago

    Phoenix, United States Brooksource Full time

    Brooksource Fortune 200 Environmental Services Client On-site 6 month contract Job Summary: The Technical Support Analyst III provides advanced technical support to customers and internal digital personnel. This role involves handling non-standard issues, participating in project facilitation, analyzing new technology deployments, and offering technical...

  • Technical Support Analyst

    1 week ago

    Phoenix, United States Brooksource Full time

    BrooksourceFortune 200 Environmental Services ClientOn-site6 month contractJob Summary: The Technical Support Analyst III provides advanced technical support to customers and internal digital personnel. This role involves handling non-standard issues, participating in project facilitation, analyzing new technology deployments, and offering technical...

  • Technical Support Analyst

    1 week ago

    Phoenix, United States Brooksource Full time

    BrooksourceFortune 200 Environmental Services ClientOn-site6 month contractJob Summary: The Technical Support Analyst III provides advanced technical support to customers and internal digital personnel. This role involves handling non-standard issues, participating in project facilitation, analyzing new technology deployments, and offering technical...