As SmartWorks' Support Manager, you who will be responsible for overseeing the Support team within our Customer Success Department.
You will define, implement, and monitor business processes that will lead to efficient ticket resolution, enhanced support offerings, and developing a culture of continuous improvement and proactive ticket resolution.
Proactive support includes anticipating customer needs and designing value added solutions, as well as reviewing and problem-solving current customer challenges as a whole.
As a Support Manager will also take an active role in resolving support tickets to address customer problems with the aim of ensuring that our customers are promoters of our products and offerings.
You will be expected to develop an understanding of our smart solutions used by today’s electric, water, and gas utilities.
What you will be doing : Manage Support Services team and provide mentoring, coaching, and development of staff Build team spirit that promotes collaboration and knowledge sharing, encourages individuals to provide solutions to problems, and enhances current work practices cross-departmentally Monitor and manage support ticket queue to maintain a reasonable level of open tickets.
Manage and improve processes to customer responses, SLA timelines, and bug resolutions to customers expeditiously Provide regular status on ticket queue both to customer and to management monthly / quarterly basis Foster collaboration by representing the Support Services functional area within the SmartWorks organization Act as an escalation point for Support team when customer satisfaction is at risk.
Create effective action plans immediately with delegated actions Foster a culture of exceptional services in order to make our customer promoters of our products and offerings Provide root cause analysis both to customer and the R&D and Professional Services teams What we are looking for : 5+ years of experience leading teams in a software industry.
Utility or smart grid experience is a plus Experience leading a technical support group of 5 or more remote individuals across Northern America Experience in SQL working with various databases, Linux experience, and web services troubleshooting experience.
Ability to consult with customers’ onsite and remotely at the consultant level, both business and technical sides. Willing to travel up to 20% with departmental events, possible customer onsites, or customer conferences.
What would make you stand out : Working with Oracle, PostgreSQL, Java programming, or RedHat Bachelors’ Degree or relevant post graduate experience in a technical field What we offer : A fun and collaborative work environment Opportunities to learn and grow A casual and remote work environment or your option to work in an awesome office dependent on your location 3 weeks’ vacation and 5 personal days Comprehensive Medical, Dental, and Vision coverage from your first day of employment Competitive salary, employee stock ownership options, and RRSP / 401K matching programs Lifestyle Rewards Community Involvement and Social Responsibility