Technical Support Manager

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🕒 Junho 2

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Granicus

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1999

🏛️ Governo

☁️ SaaS

📋 Conformidade

Government • SaaS • Compliance

A Granicus é uma empresa de tecnologia focada no governo que fornece uma Government Experience Cloud e uma gama de serviços digitais para agências locais, estaduais, federais, de educação e de distritos especiais. Seus produtos incluem plataformas de engajamento e comunicação, nuvens de serviço e operações (para licenças, registros, solicitações de serviço/311), gerenciamento de reuniões e agendas, sites/CMS, ferramentas de conformidade e um Agente de Experiência do Governo com tecnologia AI para oferecer autoatendimento 24 horas por dia, 7 dias por semana. A Granicus ajuda organizações do setor público a modernizar a prestação de serviços, aumentar o engajamento dos cidadãos, automatizar fluxos de trabalho e melhorar a eficiência operacional.

Descrição

• Be responsible for recruiting, hiring and training technical support teams across our worldwide locations • Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations • Coach team members and foster a culture of inclusion and commitment to personal and professional growth • Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals • Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate. • Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases. • Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction • Lead by example; take responsibility for escalations with clients and accounts and effectively de-escalate situations and commit to delivering a successful resolution • Assist the cross functional team to integrate new company acquisitions into standard support processes • Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements • Arrange your team to provide timely updates to internal and external documentation, including processes and training resources. • Serve as on-call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates). • Collaborate with technical teams to ensure client impacting maintenance and non-product release updates are communicated in a timely, effective manner.

🎯 Requisitos

• 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment • Ability to maintain a calm demeanor in a fast-moving environment • Strong time management skills and ability to effectively prioritize tasks in line with business requirements • Ability to address issues with staff using empathy, humility and tact • Strong recruitment selection skills and willingness to assist other managers in their hiring process for resume reviews and panel interviews • Direct experience of HR processes such as grievance, PIP and dismissals • Strong history of working cross-functionally to identify opportunities for improvement and implementing those positive changes • Excellent verbal and written communication skills, both internally and client facing • Experience de-escalating clients or situations, providing clear and actionable paths to overcome disagreements or issues • Experience with back-end systems such as Salesforce Service Cloud, Jira etc. • Experience creating/editing reports using tools such as Salesforce, PowerBI etc. • Experience with multi-channel contact centers, such as chat, phone, email, portal, etc. • Familiarity with Agile development methodology • Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, CompTIAA+ desirable.

🏖️ Benefícios

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs. • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.