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Manager, Technical Support

Location: Remote, United States
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Description

The Manager of Technical Support is responsible for leading a team responsible for providing technical support for all CivicPlus software solutions. This role acts as a liaison between our clients and the company to advocate customer needs and report feedback that drives future product development and quality of service. The Manager of Technical Support is passionate about customer service experience and is in constant pursuit of improving internal processes, uncovering new efficiencies, and ensuring productivity targets are achieved.
Your Impact:
  • Recruit, manage, and mentor a team of Technical Support Professionals
  • Improve customer service quality and efficiency results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes
  • Develop, approve, and execute against the financial plan for assigned team and deliver any revisions or changes to budget in partnership with the Director of Technical Support
  • Ensure that the Technical Support team provides the highest-level-of-service ensuring client confidence
  • Manage escalated tickets and mediate client relations by collaborating with internal teams including Product Engineering, Client Success, and others.
  • Proactively work with other managers and executives in strategic planning and implementation of policies and procedures that improve service levels and efficiencies
  • Work with Product Strategy and Engineering to prioritize plans to solve client reported defects
  • Analyze and present future technology trends that may benefit the department and the companys growth
There is no perfect candidate, but we are looking for:
  • Strong written and verbal communication skills
  • Customer-oriented and able to interact with customers effectively
  • Manage and prioritize multiple tasks
  • Excellent problem-solving and organizational skills
  • Strong technical and analytical skills
  • Experience working in a technology provider, software, or SaaS company
  • Previous management experience in a customer-focused organization
*Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please dont hesitate to apply even if you dont meet 100% of the listed requirements!
We offer competitive salary and benefits packages, including health insurance, retirement plans, flexible time off, and a commitment to Diversity, Equity, Inclusion, and Belonging. If you are passionate about technology and want to make a meaningful impact in your community, wed love to hear from you.
We are an equal opportunity employer and value diversity at our company. We desire to have our employees reflect the diverse communities we serve, and we recognize that diverse and inclusive teams lead to more innovation and better financial returns. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Compensation and Benefits:
  • Estimated Salary Range: $70,300 101,300 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
  • Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.
What is our hiring process?
  • Introductory Call with a member of our Talent Acquisition team.
  • First Interview with the Hiring Manager
  • Second Interview- Panel Interview with up to 4 CivicPlus Team Members
    • Interview Project Activity- This activity is designed to give us insight into your problem-solving approach and methods.
  • Offer
Please note that the specifics of this process may vary based on the position you're applying for.
About CivicPlus:
CivicPlus is a trusted technology company dedicated to empowering government staff and powering exceptional digital experiences for residents. With a comprehensive suite of solutions that combine to form THE modern Civic Experience Platform, we strive to create one-stop, frictionless, interactions that delight residents and help staff collaborate and work efficiently. As a result, government administrations that choose CivicPlus realize greater trust and satisfaction among their community members. Backed by over 25 years of experience and leveraging the insights of more than 850 team members, our solutions are chosen by over 10,000 customers and are used daily by over 340 million people in the U.S. and Canada alone.
Employment Practices
  • CivicPlus is proud to be an Equal Employment Opportunity employer. At CivicPlus, we celebrate and support diversity for the benefit of our employees, products, clients, and communities we serve.
  • Upon receiving an offer of employment, candidates must complete required pre-employment background screen. Offer of employment is contingent upon this post-offer screening process. All testing will be conducted by a licensed independent administrator, which will follow testing standards and background screens in accordance with state law.
  • We are committed to providing equal employment opportunities to all qualified individuals and will make reasonable accommodations for individuals with disabilities during the interview process. If you require an accommodation, please let us know in advance so we can make appropriate arrangements. We welcome and encourage candidates of all abilities to apply for this position.
Please be aware of scammers who may fraudulently allege to be from CivicPlus. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information such as bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment or request interviews via text message. If you suspect fraud, please report it to your local authorities, as well as reaching out to us at [email protected] with any information you may have.
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