Associate Manager - Technical Support Engineering
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Requirements
• Minimum 2-3 years of experience in a leadership role. • Excellent verbal and written communication skills and the ability to work effectively in a team environment. • Knowledge in the Motives product line. • Excellent presentation skills coupled with a strong leadership presence. • Communication is a core strength. Heavy focus on using data to articulate a story or an issue. • Excellent time management skills and a strong sense of urgency. • Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems. • Experience working with and improving Support ticketing systems, tools, and processes • Flexibility to handle critical cases after hours as needed. • Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders. • Preferred Skill Set: SFDC Reporting, Tableau, GSuite/MS Office, Data Analytics, etc.
Responsibilities
• Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives. • Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals. • Advocating for customers and defining ways to contribute to the customer experience continually. • Key partner to product teams and development teams, collaborating with engineering to resolve core product issues. • Partner with the support operations and delivery teams to identify, monitor, and report trends. • Build, implement, and improve internal reporting and other processes to optimize team productivity. • Serve as the top-line escalation point for high-priority support cases, including overall triage and management. • Deliver strategic projects on a timely basis. • Report metrics and case management updates to the Technical Support Manager and Director • Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn • Provide a 360 loopback to Product and Engineering • Create & Contribute to the knowledge base & documentation of the resources and processes • Proven ability to showcase change and impact on key org-level initiatives. • Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team.