SOFTWARE SUPPORT MANAGER IN SOUTH AFRICA
It's fun to work in a company where people truly believe in what they're doing. We're committed to bringing passion and customer focus to the business of enterprise applications. We work hard and we're serious about what we do. But we like to have a good time too. In fact, we run our company with that principle in mind every day: One of our core values is fun. Do you have what it takes to manage a high performing team that continuously provides outstanding Customer support? Are you ready to take your knowledge of applications, collaborating and problem solving to help your team resolve customer issues? We have a position open for a Customer Support Manager with experience in the areas of customer support for software applications. The team includes technicians who support the following areas: Operations, Integrations, Web applications/services and Functional Support I.E. Financials, Reporting, database management, etc. This position requires a self-motivated, customer-focused professional with strong follow-through who consistently keeps commitments to projects, customers, and fellow employees. Some Daily Tasks • Manage a team specializing in areas mentioned above - hiring and retaining the best software support people now and planning for future business needs. • Ensure that all customer requests/cases are addressed and responded to in a timely manner in accordance with SLAs. • Assign incoming cases to the team, ensuring the resources assigned have the correct skill set and bandwidth to resolve the issue based on depth and severity. • Act as the escalation manager, driving problems to resolution and managing the communications and expectations within Adept Software as well as with their customers. • Actively monitor triggers for possible escalating situations in order to prevent potential escalations. • Develop employee training requirements and plans to ensure staff is highly proficient with our software and services. • Develop product knowledge and collaborate with internal teams (Development, Infrastructure and Implementation) on trending customer issues • Prepare team and systems for new software releases. • Uphold policies for documentation, communication, security, customer access and feedback. • Build relationships with customers, especially key or strategic customers. • Schedule 24X7 support coverage. It would be really nice if you had: • Five plus years managing a technical department in a software company. • Eight or more years of experience in a customer services role (consulting, services, support, account management). • Understanding of the courier industry operations and daily needs It is essential that you have: • Experience with Operations, Tools, Technology, and/or Integrations Support. • Proven ability to collaborate and build strong relationships with customers. • Proven ability to engage across corporate functions (Services, Product Management, Development, QA, Operations). • Strong problem solving, analytical, priority setting, facilitation and multi-tasking skills. • Excellent verbal and written communications skills and ability to effectively report up to the senior management team. • Ability to generate a sense of urgency and rally appropriate resources. • Proven ability to mentor, coach and lead a team to success. • Able to deal with the stress related to escalation impact and resolution time frames and conflicting/competing priorities. • Passion for customer service.