Support Manager

Plano, Texas

Employer: Tyler Technologies
Industry: 
Salary: Competitive
Job type: Full-Time
The Support Manager, in coordination with the Sr. Support Manager, leads, develops, mentors, and manages a team of support specialists to ensure exceptional customer service is delivered to clients, while ensuring departmental goals are achieved.

Location
Plano, Texas

Responsibilities
  • Monitor departmental goals to ensure client satisfaction including staffing, volume, response times and quality of service.
  • Provide feedback, training and coaching, both real time and in one on one settings to increase representative performance levels.
  • Respond to escalated client issues and negotiate solutions based on client needs and company policies.
  • Review product changes and defects with development and provide them with client feedback to improve the overall product.
  • Assign work and monitor on-going activities/problems of team members and works with them to assure proper follow up and closure.
  • Work with the operations team to monitor team's support metrics and develop plans to help reduce problem areas.
  • Coordinate and conduct staff training.
  • Recruit, develop and retain individuals with skills, attitude and experience necessary to enable the organization to meet commitments.'
  • Responsible for performance feedback, reviews, and staff development for the department.
  • Performs other job-related duties and responsibilities as may be assigned from time to time.


Qualifications
  • BS/BA degree in related field or equivalent experience is required.
  • Minimum 2 years of support experience with Tyler software applications or 2 - 3 years of support management experience if hire externally.
  • Strong desire to motivate and mange a team of support professionals.
  • Excellent conflict management and resolution skills.
  • Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.
  • A positive, professional and team-oriented leader.
Created: 2024-10-04
Reference: tMthL8BTITwM
Country: United States
State: Texas
City: Plano
ZIP: 75093

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