OPEN POSITION

Full time

Amherst, NH

Closes
When filled

Description

PSNI is looking for an enthusiastic Software Support Manager to join our support team. You will provide advanced troubleshooting skills to resolve technical issues. Manage staff in their day-today performance of their jobs.

For 30 years, PSNI has grown using a team concept in all departments. If you would like to be a part of our growing company, we would like to hear from you!

Position Description 

Experience: 7 years of leading a support team (of 10+ staff), 5 years delivering outstanding customer service for cloud-based software application

Education: Associates degree or higher

The Software Support Manager's role is to ensure PSNIs' customers receive outstanding Support and all their needs are met Ensure customers receive excellent and consistent service.

• Provide management and leadership for the PSNI customer support team.
• Guide supports team in troubleshooting and determining the root cause of the issues, suggesting workarounds and solutions.
• Provides tools for the staff to enable consistent messaging to customers.
• Analyzes the support team to establish whether or not all personnel know, are following and adhere to company policies at all times.
• Assigns short- and long-term projects to staff.
• Creates and enforces policies and procedures for support staff that communicate with customers through the call center.
• Develops and maintains technical support knowledgebase.
• Evaluate and address support staff performances.
• Monitors, reports, and develop strategies to improve call center performance.
• Collaborates with other departments on issues that are mutually affected by issues.
• Assists in the hiring and training of staff.
• Analize & evaluate reported cases to present a cohesive analysis of reported issues to management staff.
• Submits monthly metric reviews for call center staff to Management Meeting.

Qualifications

• The ideal candidate must have excellent communication skills and customer relations. As this is a client centered area of activity, he/she must have strong customer, interpersonal and communications skills as well as a good sense of organization.
• Must have the ability to deal with clients, other employees, and departments in a positive, diplomatic, and professional manner.
• Must be sensitive to the client's needs, while at the same time the priorities of the job.
• In depth understanding of OS (Operating System) and application operations related to company offered services. Experience with Windows and Mac operating systems.
• Experience with cloud services, networking, hardware and software issues.
• Familiar with client, network, hosted, and Internet related applications such as E-Mail, FTP and Web Browsers.

If you're interested in joining our team, please click the button below and submit a copy of your résumé.