Primary Objective: The Platform Support Manager is passionate about the Spectrio products and mission while focused on managing complexity through thoughtful software support and on driving new technology initiatives.
Supervises a team of Tier 3 software support professionals
Supports custom software platforms and relevant business systems
Provides an escalation point for problems within the platform service desk
Monitors daily operations of the platform service Department to ensure effective and efficient operations
Achieve or exceed personal and team-level Technical Support KPI goals, objectives and performance standards, including CSAT, SLA’s, time to resolution and quality
Manage case volume distribution, daily productivity, escalation and knowledge base
Reviews work for accuracy and completeness
Ensures the compliance to established practices and procedures
Analyze performance of the service desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Plan and conduct product training in-line with opportunities and business needs.
Track and analyze trends in software support requests and generate statistical reports.
Run regular team meeting events to discuss currents goals, results, volume drivers, department and organizational changes and updates
Train, coach and mentor platform support team members.
All other duties as assigned.
5+ years technical software support experience
2+ years of experience in a leadership or management role in technical software support
In-depth understanding of key technical support metrics and hands-on experience of managing support/customer service KPI's
Ability to adapt and succeed in a changing environment
ERP & CRM support experience
Excellent verbal and written communication skills and must possess strong problem-solving skills
Superior organizational skills with ability to prioritize workload
Strong drive for results; demonstrates and fosters a sense of urgency and strong commitment to achieving goals
Demonstrated skills establishing positive relationships with various levels of management
Excellent organization skills and has the ability to balance and prioritize workflow tasking
Solid analytical and problem-solving skills to troubleshoot problems
Promotes team collaboration and leads by example
Ability to remain calm in stressful situations; maintaining resolve and focus
Able to communicate on different levels: software support personnel, customers, and management
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; use hands to handle or feel; reach with hands and arms; talk or hear; and smell. The employee is required to sit the majority of the day. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work is performed in a typical office environment.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.