Customer Support Manager

Customer Support Manager

Company Description:

Advanced HPC is a fast-paced, growing high-tech company. We are a high performance computing and data storage solution provider that sells custom solutions from a single server to complete turnkey compute cluster. Our team has over 100 years of experience in the technology industry with a stellar customer satisfaction record. Our staff includes industry veterans in sales, customer service and production. Advanced HPC offers a comprehensive benefits package including medical, dental, paid vacation, PTO and life insurance. We are seeking career-minded individuals looking for long-term employment.

Detailed Job Description:

The Customer Support Manager is responsible for managing all day to day operations of the customer support team, including supervision of full-time engineers and clerical staff, from a customer-centric perspective. Management requires thorough understanding of common technical support and customer service call center responsibilities and practices, including triage of calls, documentations, building efficient workflows, staffing and scheduling, quality diagnostics, call volume analysis, knowledge documentation, guidelines/procedure creation and improvement, metrics and data analysis, project management, etc. This individual must possess robust understanding of enterprise-level technology, great communication skills, strong critical thinking skills, astute judgement, and reliable decision-making skills to ensure appropriate routing and resolution of work.

The Customer Support Manager is also responsible for coordinating with internal and external stakeholders to define service level targets, report on and present compliance with these targets, and ensure continuous improvement that will create and maintain a positive and consistent service experience. Additionally, this individual will act as a conduit between the customer support team and other departments including accounting, production and sales to enable effective communication and collaboration.

Duties and Responsibilities:

Support Team Management and Operations

• Supervises the customer support team; completes standard supervisory responsibilities, such as approving timecards and scheduling
• Provides leadership by projecting a positive attitude and modeling professionalism
• Emphasizes employee development, encourages learning and professional skills, provides training, and enables employees to use individual and unique skillsets
• Possesses great communication skill (defining processes, writing summary reports, communicating critical information with stakeholders).
• Works in close partnership and communication with the supervisor obtaining approvals and change management procedures.
• Facilitates training of all department staff, including new employee onboarding and monthly trainings
• Screens applicants, interviews candidates, and processes/recommends individuals for hire
• Conducts performance evaluations on an annual basis. Provides recommendations for staff merit raises.
• Determines disciplinary actions that should be imposed on subordinates, with authority to apply such, and/or recommends same to higher level management
• Provide reports to the supervisor on issues that the support team does not have knowledge or has clear service level agreement
• Maintains scheduling to ensure customer service team coverage during normal business hours, holidays, special events, after hours and on-call support as required
• Works closely with technical support partners to define, document, and formalize policies and procedures that meet both internal and external support expectations, including SLAs and escalation expectations
• Independently defines and maintains policies and procedures that ensure accurate and repeatable action to all common technical support issues
• Remains on-call during off-peak hours to respond to support service issues
• Maintains competency and enhances professional growth and development through continuing education and conferences
• Maintains documentation and procedures for customer service level agreements.

Service Desk Reporting and Analysis

• Routinely reports on compliance of customer service level targets, call volume reports, incidents by type/department/urgency, etc.
• Prepares ad-hoc and scheduled reports (weekly, monthly, quarterly, yearly) for distribution to Management for review and analysis
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Oversight of the ticketing system for appropriate triage and escalation of cases, ensuring all customers inquiries are flagged and addressed within the SLA.
• Monitoring RMA repair documentation and timelines.
• Monitors and reports on customer satisfaction sentiment
• Uses this data-driven decision making for continual service improvement initiatives and programs
• Provide summary of instances and situations that require management's attention.

Workflow Administration

• Assist with implementation of workflow automations, processes, and functions
• Assist in managing a procedure manual, and ensure relevant information and processes are maintained
• Report, refine procedures and workflows related to ticketing system
• Maintain knowledge base; ensure KB articles are created, formatted, maintained, published, and retired appropriately and communicated with the respective units accordingly
• Obtain approval for new processes and procedure in working closely with the supervisor
• Evaluate, train on, and master the ticketing system to serve as a subject matter expert

Tier I & II Technical Support and Customer Liaison

• Act as an escalation point for complicated and non-standard software and hardware questions submitted to the customer support team
• Act as an escalation point for complicated and difficult customer service scenarios
• Work closely with technical support partners to ensure that sufficient information gathering, analysis, and diagnosis occurs before escalation
• Maintains working knowledge of current manufacturer warranties
• Identify issues with common root causes, performs root cause analysis, and collaborates to facilitate speedy resolution
• Plan and administer workflows for seamless operation
• Act as backup support for first and second tier support, including phone and email

Other Duties as Assigned by Supervisor

Job Requirements:

Minimum Qualifications:

• Minimum two years of experience managing staff and/or projects
• Minimum two years experience and knowledge of a help desk tickting system
• Excellent written and verbal communication skills
• Experience in dealing with difficult interpersonal situations
• Must be a team player, collaborative in nature and in practice, possess strong communication skills, and a strong customer-centered philosophy in alignment with the unit.

Performance Expectations: Knowledge, Skills and Abilities

• Proficiency in training and supervising employees
• A strong team player, works effectively under pressure and has the ability to multitask
• Excellent interpersonal communication skills that ensure high quality interactions with faculty, administrators, staff, and students
• Exceptional documentation skills
• Provide surprise-free information to the supervisor and obtain approval before turning them into new and approved workflows.
• Utilizes effective time management and organizational skills; sets and meets deadlines
• Commitment to quality, customer-oriented service
• Ability to work independently with minimal supervision
• Reliable and punctual
• Adaptable and a quick learner; able to work in a dynamic environment

Posting Salary:

$70,000 - $80,000 annual salary; Excellent Benefits

Advanced HPC offers a very competitive benefits package including; medical, dental, vision, life insurance, 401K with match.

The range provided in this job posting is the full range of the position grade and not necessarily reflective of actual compensation that may be offered or earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors including departmental budget.

Hours: 40 hours per week

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person