Job Description

Overview

VisualVault is a Global Enterprise SaaS platform that provides high volume, multi-tenant, business process automation. Work with the latest tools, technologies, and best practices to deliver dynamic solutions in multiple business models.

The Technical Support Manager is responsible for managing a team of support agents (Levels 1 through 3), ensuring that current processes are followed, designing, and implementing improved support processes, scheduling coverage, and ensuring clients are receiving the best possible service.

This role supports the use of the main VisualVault product and any additional VisualVault ancillary applications. The Technical Support Manager reports to the Vice President of Operations. This is a full-time hybrid position based at our main office in Tempe, AZ.

Responsibilities

• Managing and directing a hybrid and remote support staff (Levels 1, 2, and 3 support).
• Handle support team scheduling to ensure optimal coverage.
• Update and enforce support and security processes and policies.
• Monitor agent performance and SLA adherence.
• Implementing new processes, software, and technologies to improve client support.
• Ensure the support team receives any training needed.
• Providing guidance for problems and questions.
• Escalate and facilitate support needs that fall outside of the support team (Product, Professional Services).
• Continuously improve the support processes, procedures, and service.
• Ensure our external and internal clients receive world-class support.

Qualifications

• Capable of working independently, a self-starter who develops initiatives that provide solutions for business requirements.
• Experience in SaaS customer service / support and support management.
• 5+ years working in a technology field.
• Bachelor's degree or equivalent experience.
• Experience managing a software support team and operations.
• Deep understanding of multiple support channels.
• Prior experience administering helpdesk software, preferably Freshdesk.
• Demonstrated analytical skills, especially in the areas of root-cause analysis and metrics driven productivity and performance.
• Excellent communicator with strong reporting and presentation skills.
• Able to lead internal and external meetings with participants from all levels in an organization.

Other Experience (preferred but not required):

• Understanding of SQL queries and scripting languages.
• Experienced Freshdesk administrator.
• Understanding of PII and HIPAA.
• Experience with Office365

VisualVault is the preferred Business Process Automation Platform for Partners, Consultants, System Integrators and OEM's. For more information, please visit

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