Software Support Manager - Tyler Technologies - Marlborough, MA | JobsInMA.com

Software Support Manager

Tyler Technologies | Marlborough, MA

Tyler Technologies
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Do you have a passion for serving the community and those around you? Do you enjoy a mixture of management, working with complex software applications and troubleshooting? Consider joining the Tyler Technologies team as a Software Support Manager. This position is responsible for the day to day operations of the customer service and training teams to ensure exceptional customer service to empower those who serve the public.

Location

Marlborough, Massachusetts

Responsibilities

  • Lead, mentor and manage the customer application support and training teams
  • Handle customer complaints and provide recommendations for solutions and track resolution
  • Provide advanced troubleshooting and strategic thinking to problems
  • Handle complex and escalated customer support issues including travel to client site to manage critical situations as needed with strong client facing communications skills
  • Develop comprehensive understanding of the software application to provide troubleshooting guidance and strategies to support team
  • Plan, prioritize and delegate work tasks to ensure proper function of the department
  • Responsible for performance feedback, evaluations and staff development for the department
  • Develop and implement customer support policies and procedures
  • Define and communicate customer support standards
  • Coordinate with the implementation group to schedule training sessions for new clients. Resolve scheduling conflicts between projects. Manage availability of trainers.
  • Review training feedback from clients and review with trainers.
  • Review and assess customer support contracts. Handles questions and annual renewal problems as required
  • Oversee the achievement and maintenance of agreed customer support levels and standards
  • Oversee and manage initiatives assigned to the team by the general manager or vice president as needed
  • Analyze relevant data to determine customer support outputs and provide statistics to general manager
  • Identify and implement strategies to improve quality of support, productivity and profitability
  • Coordinate and manage customer support projects and initiatives
  • Performs other job-related duties and responsibilities as may be assigned from time to time
  • Occasional business travel 5-25%

Qualifications

  • 5+ years customer service management experience in a software support environment
  • In-depth knowledge of customer service principles and practices
  • Excellent conflict management and resolution skills
  • Excellent interpersonal skills including verbal/written communication skills and teamwork
  • Proficient in CRM systems
  • Proficient in MS Office applications
  • Product knowledge of complex software product (financial preferred)



Job Code: 2017001-1
Posted On: 04/29/17
Telecommute: No
Categories: Information Technology
Job Status: Part Time
Similar Jobs: Within 25 miles of 01752, Information Technology
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