Team Manager of Technical Customer Support

Team Manager of Technical Customer Support


Summary

The Team Manager of Technical Customer Support is responsible for building and supporting a team of highly motivated Technical Support and Network Engineers in their pursuit of providing exemplary support to customers and creating an effortless experience through all support interactions. The primary responsibilities of the Team Manager is to provide effective team management through motivation and engaging leadership tactics, focusing on performance management as a principle of providing regular and direct feedback. Operating tactically and thinking strategically is key to success in this role.

 

Responsibilities

  • Team Management: Supports Technical Support & Network Engineers in their specific support tier to operate effectively with high quality output (Tier 1 – Functional Product Support | Tier 2 – Technical & Product Support)
  • Provides ongoing mentoring, coaching and feedback to support optimal performance and development of team members
  • Reviews team member development to identify and refer members that are ready for promotion, require improvement or should be considered ill fit for their role
  • Ensures appropriate staffing of the customer support channels (email, phone, chat) at all times
  • Conducts effective and well documented performance reviews
  • Identifies and resolves interpersonal conflicts and resource issues
  • Continuously improves process and operations within the team to drive higher quality results and more efficient workflow and processes – including the identification and implementation of new tools and systems to improve the efficacy of the team
  • Point of escalation for the team when needing to involve other business units – especially when requiring an improvement to personnel issues or a customer impacting issue
  • Strong communicator who ensures the team are well addressed as a group and as individuals by means of receiving communication in different and consumable methods.
  • Culture instigator – focusing on driving a positive and vibrant culture which lives to the Workiva Values and Principals
  • Training and Education: Delivers regular development opportunities to team members in order to increase and reinforce competence in the Workiva application
  • Provides Subject Matter Expertise: Serves as a consultant to team members for the use of the Workiva application
  • Assigns new projects or in accordance with capabilities
  • Provides timely feedback to team members through regular 1 on 1 meetings as well to the team is general team meetings
  • Keeps team informed of Workiva product updates, enhancements or issues
  • Specialists on accuracy and completeness of projects
  • Proactively stays current with industry trends, regulatory requirements and software enhancements, identifying and communicating new items as needed to aid team in performing tasks efficiently and effectively

 

What You’ll Need

Education
  • Undergraduate Degree or equivalent combination of education and experience in a related field.
Skills

  • Very strong attention to detail
  • Proven knowledge of company objectives and priorities – understanding of how it aligns with support objectives
  • Moderate to strong technical aptitude, with competency in understanding or learning multiple Wdesk solutions
  • Strong communication (verbal, listening and writing) skills
  • Self-motivated and action-driven with the ability to take initiative, execute and follow-through
  • Well organized with superb time management skills
  • Able to allow for contingencies, prioritize multiple and potentially overlapping customer requirements
  • Proven ability to meet established timelines
  • Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary
  • Demonstrates strong sense of customer service – ability to solve issue with creative and punctual solutions
  • Demonstrates strong teamwork orientation
  • Proven technical ability with customer management tools and Workiva application
  • Demonstrated leadership skills – within the current team and ability to work with external teams to drive priorities for support and customer needs
  • Proven understanding of standard network design, authentication methodology, and security best practice – helping create standard operating procedures to triage and resolve issues across these technical domains
  • Experience in building or operating cloud computing infrastructure
  • Troubleshooting methodology to review issues of diverse scope and using data to analyze and resolve the issue
Experience

  • 1+ years of experience successfully performed in the role of Technical Support Engineer, Network Engineer, Data Security Engineer or other customer facing role within Workiva or similar industry
  • 2+ years of experience leading and managing a team of technical engineers – focusing on network, authentication, database and/or system administration practices.
  • Standard Cloud Practitioner Certifications, Networking Certifications (CCIE, CCNA, Network+, etc) and programming languages (Javascript, Python,Go, SQL, etc.) preferred

Learn More

Skills

Posted on

October 26, 2021