Application Support Manager in PA by AssetWorks Inc

AssetWorks is seeking an experienced Software Support Manager to support our enterprise software product line for both cloud and on prem customers. This leadership position will be responsible for managing and mentoring the team that is frontline in resolving customer technical problems within our industry leading asset management solution. This leader will ensure the team delivers the highest level of customer service possible. 
 
This role will manage a team of 14. The team is split into two groups: functional representatives and technical representatives. Within these groups, we provide a tiered support structure having both teams collaborate to support the customer base. A team lead oversees the functional team.

Essential Duties and Responsibilities:
Manage a team including tasks such as recruiting, hiring, training and coaching
Maintain KPI’s and develop regular reports to measure and improve team effectiveness
Assist in improving customer satisfaction by providing a wide range of support for customers
Serve as an escalation point for technical customer issues
Build processes to keep customers informed of how and when issues are resolved
Maintain a high level of customer satisfaction in all customer-facing projects and tickets
Maintain rapport with customers through candid dialogue and continuous improvement
Perform technical training for customers and internal staff as needed
Solicit feedback from customers on performance of customer care department
Track the progress of projects and tickets with detailed notes in Zendesk
Understand technical architecture and third-party dependencies of AssetWorks applications, be able to discuss with customers and coach staff
Work with engineering and development on system issues
Ensure successful delivery and install of new software releases


Requirements:

The successful candidate will possess the following:
5 + years’ work experience in managing a customer service or support team that supports complex software suites in on-premise and hosted/cloud environments
Technical Support experience of enterprise applications and relational databases
Experience with case management software and processes
Experience communicating with and managing customers at various levels of technical and non-technical depth
Skilled at collaborating across departments to resolve customer issues
A working knowledge of the Agile / Scrum software development methodology
Excellent communication and presentation skills (written and verbal)
Bachelor’s degree in STEM, preferably information technology related
Asset management domain knowledge and/or experience working with state and local governments
Travel: Less than 15%
After-Hours work: Some required
Soft skills:
Attention to detail
Adaptability
Leadership
Resilience

Benefits:
Generous Paid Time Off
11 Paid Holidays
Medical, Dental, Vision, Life insurance benefits with various choices and generous employer contribution 
401k with employer match which immediately vests
Annual Company Bonus 
Career growth and mentoring opportunities as a smaller business unit within the Volaris Group 
Tuition Reimbursement Program 
Employee rewards and recognition programs
Optional Employee Stock Purchase Program with company match
Pet insurance 
TicketsatWork program, discounted entertainment tickets to movies, sporting events, hotels, live performances, etc.
Referral bonuses
Employee engagement events
Flexible remote work arrangements
 AssetWorks Inc
https://www.projectcasting.com/job/58538-application-support-manager

... see more