Customer Support Manager

Remote
Full Time
Experienced

About Vision

Vision Government Solutions is a leading government technology firm providing cutting-edge SaaS to the public sector. We are at an incredible inflection point of growth and are looking for exceptional individuals to join our Customer Support team to help us provide white-glove service to everyone within our community while building a diverse landscape of loyal Vision clients.

Are you driven by customer happiness, have a passion for problem-solving, and strive to offer a personalized experience throughout each client interaction? Do you have a strong background in data analytics and are adept at learning new software? This may be the right role for you!

Our customer support philosophy emphasizes the importance of customer delight, speed, and long-term partnership. To that end, we are searching for empathetic, ambitious, motivated, detail-oriented individuals looking to provide first-class customer service to each customer they serve.

Summary of Role & Responsibilities

The Customer Support Manager is responsible for all the daily operations of one of our Government Technology Support teams. This is a manager level role with expectations to also roll up your sleeves and own escalated cases. Responsibilities include:

     · Acting as the face of Customer Support team by communicating effectively with clients and internal    stakeholders

     · Managing the team’s workflow by tracking case volume and appropriately assigning cases to team members

     · Monitoring team performance and reporting on key metrics

     · Analyzing key trends to recommend and enact continuous improvement initiatives

     · Serving as an escalation point for clients that require additional support, including technical support

     · Triaging complex technical issues

     · Overseeing onboarding and performance management for all team members

     · Acting as a role model to demonstrate and coach customer support best practices

The successful person in this role will:

     · Possess working knowledge of support desk software, including reporting

     · Utilize data analytics to manage team performance against agreed-upon metrics (backlog / case inventory, calls answered, response time, etc.)

     · Handle client escalations

     · Triage and assign inbound cases

     · Demonstrate willingness to learn a SQL based database product

     · Empower, coach, and mentor team members

     · Hire and train new team members

     · Roll out improvement initiatives like trainings, mentorships, and documentation

Required Qualifications include:

     · Bachelor’s degree

     · Demonstrated performance in a team lead or manager role in a software support organization

     · Strong technical skills, including SQL knowledge or the ability to learn quickly

     · A desire to elevate a Customer Support team into a Customer Success organization

     · Demonstrated organizational skills & high attention to detail

     · Demonstrated communication skills

If this sounds like you – we look forward to meeting you!

Benefits Package: Vision offers health, dental, and vision plans, as well as a 401(k)-matching program.

Job Type: Full-time

Work Location: Remote with minimal travel (approximately 10%). Geographic preference for Findlay, Ohio or Boston, Mass suburbs but will consider East Coast applicants as well.

Equal Employment Opportunity

Vision Government Solutions is an Equal Opportunity Employer and committed to a diverse and inclusive workplace. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

We're proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability and Veteran status.

Vision Government Solutions maintains a drug-free workplace.

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