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Technical Support Manager

1 month ago

Cleveland, Ohio, United States MRI Software Full time
Job Summary

We are seeking a highly skilled and experienced Technical Support Manager to join our team at MRI Software. As a key member of our Support group, you will be responsible for leading a team of support agents and ensuring that our clients receive exceptional service.

Key Responsibilities:

  • Lead a team of support agents and provide guidance and coaching to ensure they have the skills and knowledge needed to provide excellent service.
  • Develop and implement processes and procedures to improve the efficiency and effectiveness of our support operations.
  • Collaborate with other teams to ensure that our support services are aligned with the needs of our clients.
  • Identify and address potential process improvement opportunities within the team.
  • Participate in the recruitment process and interview candidates for support roles.

Requirements:

  • 2-4 years of experience in client support or a comparable field.
  • 1+ years of successful direct supervisory experience.
  • Ability to lead departmental projects and take ownership of internal projects and initiatives.
  • Excellent communication and coaching skills.
  • Strong analytical and problem-solving skills.

Candidate Profile:

  • Excellent existing client support skills.
  • Approachable and a strong coach.
  • Strong communicator with clients, peers, and leadership.
  • Positive role model for their peers and direct reports.
  • Proactively takes initiative and identifies opportunities to contribute as an organizational leader.

Cultural Fit:

  • Acts with integrity, honesty, tolerance, and inclusion.
  • Action-oriented and responsive, taking initiative and following through with efficiency.
  • Constantly strives to amaze and be the best in everything s/he does.
  • Embraces change and knows how to celebrate wins and enjoy the journey.

Perks:

  • Join our employee-led groups to maximize your experience at work.
  • Enjoy peace of mind over yours and your family's health with our medical coverage options and HSA benefit.
  • Invest in our competitive 401k plan and help set you up for your future.
  • Big on family? So are we. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).
  • Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of 'Flexi' time a year.
  • Further your professional development and growth with our generous Tuition Reimbursement offerings.
  • Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.

About MRI Software:

At MRI Software, our company culture is more than a talking point - it's what makes us shine. We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the best fit for your next career move.