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Customer Support Implementation Manager

2 months ago

Dallas, Texas, United States Stelvio Group Full time

Customer Support Implementation Manager

Location: Dallas, Texas (On-site)

Salary Range: $80,000 - $95,000

Required: Experience in Call Centre (Service Desk) and POS (Point of Sale)

Stelvio Group is seeking a knowledgeable and skilled Customer Support Implementation Manager to oversee our customer support and implementation operations. The successful candidate will possess a robust technical background and demonstrate the ability to engage effectively with both technical and non-technical stakeholders.

In this pivotal role, you will be responsible for managing a team of support professionals while also serving as a technical resource. You will act as the primary contact for engineering-related activities within the team and handle escalations for any incidents or challenges that arise. Additionally, you will develop and document policies, processes, and procedures pertinent to your department.

Key Responsibilities:

  • Oversee daily support, implementation, and operational functions for customer sites and internal systems.
  • Maintain a customer-focused approach in all interactions.
  • Lead the resolution of high-severity issues, including managing support escalations as necessary.
  • Supervise a team of support technicians and implementation engineers.
  • Provide incident status updates to senior management.
  • Manage support ticketing and phone response queues.
  • Develop and maintain team schedules.
  • Address customer conflicts and manage escalations effectively.
  • Collaborate with internal teams to identify root causes of customer issues.
  • Generate status reports and metrics for all support activities.
  • Participate in management on-call rotation as required.
  • Train new hires and foster ongoing employee development through regular feedback sessions.
  • Work alongside the IT team to establish necessary system monitoring and thresholds.
  • Create and update knowledge base articles.
  • Establish and uphold all customer support and implementation protocols and policies.
  • Fill in for support technicians and address support incidents as needed.
  • Engage in on-call rotation with fellow managers to manage after-hours incidents.
  • Collaborate with the engineering team to ensure smooth transitions of new features to the implementation team.

Qualifications:

  • Minimum of 3 years in a managerial role overseeing a server-side support team.
  • At least 3 years of experience as a support or IT engineer.
  • Familiarity with POS (Point of Sale) systems.
  • Strong understanding of network and Windows Server technologies.
  • Proven experience in managing and reporting on technical support functions.
  • Excellent written and verbal communication skills.
  • Strong time management abilities.
  • Flexibility to adjust work hours as required.