As the Supportability & Support Process Manager you will be responsible for defining and executing programs designed to help the Support team scale and improve the efficiency and efficacy of the Technical Support Engineers. You will also be the business owner for the tools used by the Support Team (e.g., Salesforce Service Cloud, telephony system, workforce management, etc.)
DUTIES AND RESPONSIBILITIES:
- Lead effort to implement Knowledge Centered Service (KCS) program to build a robust knowledge base and to drive dramatic increase in case deflection and customer self-service.
- Analyze inbound cases to identify top contact drivers and develop insights and corrective actions designed to reduce case volume.
- Leverage contact driver insights to lead cross-functional effort to influence Product Management for product enhancements that reduce Support ticket volume.
- Govern existing Support processes and identify opportunities for evolving or redesigning processes to ehnace the customer experience and improve team scale and efficiency.
- Serve as the Support Team owner/administrator (in conjunction with our Business Operations team) for Support’s system and tools.
- Perform additional responsibilities and complete other projects, as assigned.
- 8+ years of experience in technical support, systems administration or related fields.
- 2+ years of experience managing a Support Team.
- Bachelor’s Degree, preferably in a technical discipline.
- A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills.
- Strong oral and written communication skills.
- Comfortable collaborating with a wide variety of individuals.
- Ability to influence others, include those outside of immediate team.
- Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
- Strong, data driven problem resolution and decision making skills.
- Ability to identify risks and dependencies and put in place plans to mitigate them.
- Able to work in a dynamic, ever changing environment with a sense of urgency.
- Strong ability to multitask, excellent organizational and analytical skills with attention to detail.
- Ability to solve routine and complex problems with minimal oversight or direction.
STRONGLY DESIRED SKILLS:
- KCS Certification (KCS Fundamentals, KCS Practices or KCS Internal Trainer certification.)
- Experience implementing KCS or running a KCS program.
- Experience defining and implementing processes for a rapidly growing team.
- Familiarity with security or identity management industry.
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