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Manager - Technical Support

Company: Horizontal
Location: Minnetonka
Posted on: September 7, 2020

Job Description:


Participate in Engineer hiring and onboarding

Ensure the team receives and assimilates comprehensive product training, break-fix training, problem resolution training.

Participate in weekly case review session with team L3’s and R&D to ensure solid cross-learning and employee proficiency growth

Manage assigned team staff, track support activity and achieve measurable assigned department and employee goals while providing the oversight and training needed to ensure individual and team proficiency and compliance

Ensure all team member’s consistent adherence and achievement of all contact center, case resolution and customer satisfaction performance objectives

Participate in resource scheduling to ensure adequate 24/7 real-time, skills-based support center operations and coverage.

Perform after hours manager on-call rotations which will require evenings and weekends, and assist on-call support staff with urgent issues they cannot resolve on their own

Manage various customer priority case levels and situations, including problem resource management, customer communication and formal case escalations.  Apply necessary manager technical and product knowledge to assist in case problem resolutions.

Lead specific/assigned Partner or customer issue meetings as Technical Support representation. Escalate situational deterioration proactively to department Director for corrective action planning

Analyze support cases to isolate issues or trends with product or customer sites, providing weekly backup data reports to appraise leadership with creative solutions that may minimize or eliminate concerning such concerning patterns or trends.

Manage and appraise the Director of critical situations that may present risk.  Demonstrate the ability to proactively assess customer and resource case activities to minimize all controllable risk factors.

Serve as the customer point of contact and write comprehensive formal “Action Plans” for those customers who are at risk or, where our case escalation policy timeline has failed to produce the desired resolution.  Serve as the primary customer communicator both verbally and in writing for these and other at-risk customer situations.

Assist with department resource planning activities

Communicate and collaborate with resources on an interdepartmental level including front line to executive level leadership inf efforts to assist with assuring continuous improvement activities are properly implemented.

Create formal Work Instructions necessary to ensure process, procedure and policy development is consistently followed and maintained with your assigned team.

Assist cross functional teams wherever necessary to ensure performance objectives

Assign yourself to the customer queue when needed to meet work spike situations and complete assigned case activities

Ensure all assigned team support cases are resolved in accordance to our formal Support Escalation Procedures based on the severity level and time requirements.

Participate in customer, partner, channel and vendor communication related to specific product case management needs.

Travel to client, vendor and partner sites may be required for situation and relationship management resolutions

Elevate and develop Team Lead staff for effective employee training, coaching, mentoring and daily case quality activities.

Collaborate and participate with leadership to prioritize customer reported defects and product enhancements.

Complete employee performance reviews in accordance with Vital goals, department performance criteria and employee-specific improvement needs.

Participate in management on-call rotation 24/7.

Work with partners or customers to continually develop quality support processes

Work with Engineering to prioritize customer reported defects and feature requests

Address employee performance issues timely, thoroughly, and with emphasis on employee success achievement.

Where required perform appropriate employee improvement plans. If required, complete employee termination activities.


Minimum of Bachelor’s Degree in MIS, Computer Science related field

2+ years Contact Center planning and methodology use experience (management experience preferred)

5+ years technical service, IT, hardware and software service experience

Strong knowledge of Linux or Windows, Cassandra, and SQL.

Strong interpersonal communication skills, superior written and verbal communication skills including the ability to communicate proper planning to customers with a sense of urgency, commitment, and courteousness

Strong analytical, critical thinking, root cause identification, and decision-making skills

“People Management” skills are critical

Knowledge of network, hardware, and software configurations and operating systems required

Experience with supporting software systems and the integration of such systems into both LAN and WAN networks (helpful)

Strong knowledge of enterprise level network architecture (helpful)

Reporting, call center metrics (helpful)

Keywords: Horizontal, Minnetonka , Manager - Technical Support, Other , Minnetonka, Minnesota

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