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Software Support Manager
Tyler Technologies
posted 1mon ago
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Key skills for the job
Job Description
- Manage the Support team efficiently and effectively to meet the set service goals
- Direct management and supervision of support staff to include:
- Recognition of positive performance
- Address performance issues and areas in need of improvement directly and timely
- Conduct annual performance reviews, setting goals and regular check-ins to ensure they are met
- Work with each employee to set professional development goals and assistance to achieve them
- Interview, hire, and onboard new employees; direct new employee training programs
- Assess training needs for the team; monitor individual progress, and take action as needed
- Participate in support meetings and work with all department managers to develop or improve our services, goals, and procedures.
- Oversee the proper use and reporting of our CRM to ensure the department delivers quality and timely support to our clients.
- Design and propose process improvement suggestions
- Prepare reports and/or documentation concerning the team s service performance, goals, and needs
- Oversee issue escalations making sure that clients are kept informed and timely progress of resolution
- Review product changes and defects with development and provide them with client feedback to improve the overall product
- Follow and enforce documented Tyler Technologies policies and procedures
The Support Manager must be able to:
- Demonstrate ability to understand business processes and apply these to the department.
- Demonstrate excellent people skills and ability to build client relationships.
- Maintain a courteous, professional, and confident demeanor throughout the support experience.
- Work with a diverse client base with varied technical skills.
- Exercise good judgment, discretion, and tact while working with clients.
- Manage multiple tasks and deadlines simultaneously.
- Complete tasks with general direction.
- Demonstrate growing knowledge of our products.
- Maintain composure under pressure.
Qualifications
- Bachelor s degree in related field or comparable work experience.
- 3-4 years working in a dynamic technical support environment.
- Management experience highly desirable; a strong desire and ability to motivate and manage a team of professionals is a requirement.
- Effective interpersonal, conflict management, resolution, and communication skills.
- Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
- Strong analytical and problem-solving skills.
Employment Type: Full Time, Permanent
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