Manager, Technical Support

• Act as a mentor to the team focusing on improving individual and team performance.
• Coach, develop, and motivate Supervisors on administrative processes, using data to drive business decisions, high performance, and managing to the technical support team needs.
• Ensure a high-quality customer support experience through monitoring and measuring staff performance to identify areas of risk and improvement. Take corrective action as necessary to ensure that goals, objectives, and metrics are met within SLAs.
• Follow-up with unsatisfied client escalations to ensure issues are resolved to the client's satisfaction.
• Provide escalation and backup support for all 24/7 after-hours production issues.
• Delivers on Tactical as well as Strategic initiatives.
• Effectively implement change management by engaging, communicating, and creating buy-in with stakeholders.
• Coordinate cross functional resources to resolve technical issues beyond the team's capabilities and coach team members on partnering with cross functional teams to resolve complex issues.
• Collaborate with Development and Product teams to address solutions towards recurring problems or client friction experiences
• Improve team effectiveness and efficiency by identifying opportunities for process improvement through the analysis of data and metrics (e.g. response and resolutions times) related to the support function.
• Interface with other members of the Client Support leadership team by collaborating and coordinating efforts to support clients.
• Monitor daily call/ticket volume for capacity planning and scheduling needs to achieve the most efficient service levels.
• Participate in quality calibration and validation sessions around escalated support calls and cases.
• Develop, collect, and analyze data through business analytical tools to monitor production systems, drive business decisions, achieve results, and implement process improvements.
• Report productivity updates, operational achievements, and progress to the Director of Technical Support on a regular basis including statistical analysis and improvement of action plans. Provides reports on work throughput (work accomplished) and work capacity of the team (bandwidth).
• Ensure the timely and effective on-boarding of new team members by coordinating and delivering training for new team members.
• Improve the team's overall knowledge and ability to respond to escalated requests by identifying and facilitating needed training and development on the eMoney Planning Platform and portfolio of products.
• Build relationships with the operational, product, and technical business units as key stakeholders towards overall Technical Support team success.
• Document and maintain technical instructions, technical support processes, and procedures.
• Quarterly travel to visit staff in the other 2 eMoney office locations.
• Other duties as assigned by Management.

• Bachelor's degree in Computer Science or related field or equivalent experience required
• 2+ years of previous supervisor or manager experience, preferably managing software developers, or in a call center or operations environment required
• 3+ years of Development Experience preferred, but not required
• 4-5 years of customer service experience required

• Customer focus, engagement, and advocacy
• Must demonstrate a strong sense of urgency and adhere to turnaround time expectations
• Quality and customer experience driven
• Emotional Intelligence in people management
• Excellent verbal and written communications skills
• Ability to communicate complex issues in an understandable manner to all audiences
• Demonstrated leadership abilities
• Strong analytical and diagnostic skills
• Strong independent judgment and decision-making skills
• Strong organizational skills and ability to work within processes
• Strong research capabilities in reviewing and resolving complex issues
• Proficient in Microsoft Office and Salesforce
• Knowledge of internal data aggregation
• Knowledge of Call Center Technologies (i.e, Telephony, CRM, and Workforce systems)
• Knowledge of Business Intelligence/Analytic Tools (i.e., Microsoft Power BI, Looker)
• Knowledge of Cisco, Calabrio, Webex, eMoney App, Nexus App, and Kabana
• Development Experience with one or more of the following: SQL, C#, SOAP/REST APIs, JSON, ETL
• Detail-oriented
• Cross-Functional Team player

The salary range for this position is $96,000 - $128,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.