At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.
Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!
This Support Manager role will lead a group of Technical Support Engineers to provide best-in-class service for our leading Enterprise Legal Management software. Successful candidates must possess excellent leadership skills, communication, analytical, and problem-solving skills along with a proven team-building focus, with an emphasis on delivering the highest level of problem resolution and service excellence. This role is critical to the success of our client-facing teams. It will require interacting with clients and collaborating with the support team to resolve issues and work cross-functionally with professional services, engineering, and product management to surface product-related issues. The Support Manager will contribute to the overall product and account strategy as needed.
Essential Duties & Responsibilities:
• Motivate staff through coaching sessions, mentoring, and career development through a defined performance management process.
• Creates a sense of ownership among the team members through appropriate skills mix, coaching, delegation and collaboration
• Lead Technical Support staff, with the responsibility for hiring, evaluation, training, guidance and disciplinary procedures. This includes junior Technical Support Representatives up through the most senior levels of Tech Support that handle the most complex support inquiries
• Monthly or quarterly metric reviews with the entire staff, providing consultation and solutions to poor performing staff members.
• Enhanced ability to address/resolve customer-related issues and escalations through logic, leadership, planning, execution, and prioritization
• Experience with Ticket Triage, routing, workflow, measurements, and optimizations of Time to Resolution, On-time, First-time Resolution, Ticket Queue management, and analytics that drive improvements, Ticket Backlog, Ticket and Support Reporting KPI's
• Assists with new hire training on support processes and policies
• Assists with the development of priorities, objectives, and strategies to achieve business
goals.
• Meets directly with clients and leads communication and status meetings; becomes trusted
advisor that our customers will turn to when they need escalated care
• Manage customer feedback and support requests through multiple vectors, including email, user forums, ticketing system, and conference calls
• Familiarity with LEAN methods to reduce customer issue resolution time• Responsible for driving quality and efficient customer support through the daily management of team leads and employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem-solving.
• Learn from best practices in the industry and bring new ideas and innovations to life at Mitratech
Requirements & Skills:
• Strong work ethic and prior experience leading teams, either in Support, Account Management, or any Technical capacity
• Willingness and ability to learn Mitratech software applications
• Creative and result-oriented: your enthusiasm, energy and creative thinking make problem-solving fun, while your sense of urgency means you deliver results consistently.
• Ability to understand and speak with technical resources, even if not technical oneself
• Ability to be both hands on and managerial; candidates should be able to manage their own time adequately, set priorities, and understand the business impacts of tasks set out for themselves and their team
• Good mediation skills are critical and fantastic interpersonal skills vital
• Fanatical about customer success and delivering long-term value to the customer. You recognize that delivering amazing customer experience every day is the only way for a business to thrive.
• You are excited about driving and tracking a consistent engagement process with all customers, yet demonstrating flexibility where needed.
• Highly dependable and professional
• Bachelor or Master of Science in Computer Science/Engineering, Business, or relevant experience required
We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.
