• Manage daily activities and productivity of support engineers who are the single point of contact for end users - quality, efficiency and professionalism are key.

• Lead a team providing assistance to customers and partners utilizing proprietary software for the legal accounting domain.

• In addition to Support Engineers providing product 'feature' assistance, you will serve as the primary escalation point for urgent or especially complicated issues. This typically requires conducting a call with the customer and a Tech Support Engineer to soothe the customer’s concerns, recap the problem, and discuss the process for resolving the issue.

• As the Manager, you will assume complete 'ownership' for the end-to-end customer experience by maintaining excellence in service delivery and customer relations.

• Track and report critical support metrics to senior management on a regular basis.

• Measure and improve productivity by applying industry standard metrics.

• Continually improve/refine support infrastructure, including tools, processes and systems as well as developing internal technical training programs.

• Motivate the Technical Support team to ensure the team is collectively achieving business goals while individuals are working toward their personal development goals and advancement.

• Continually evaluate support function in an effort to introduce a migration from a cost center model to a profit center model

REQUIRED Skills:

• At least five years of technical support experience with progressively increasing responsibility
• At least two years of recent technical support management experience with at least three direct reports
• Experience managing a team of engineers that primarily provide phone support versus email
• The ability to create an positive team environment
• Must have strong Team Management skills
• Solid experience measuring/utilizing technical support related metrics
• Ability to quickly make clear and concise decisions
• Strong writing and communication skills are a must
• Solid sense of professionalism and ownership when it comes to solving challenging support inquiries
• Strong work ethic, high level of energy, flexible, and a sense of humor
• Respect for the end user, genuine empathy for customers in a bind and a natural desire to do what is right for the customer.

PLUS Skills (Highly desired but not required for consideration):

• Bachelors Degree
• Experience supporting 'software' products specifically
• Accounting knowledge or experience supporting accounting centric software
• Experience implementing and managing for-profit support service programs
• Fundamental knowledge of Clipper, dBASE or FoxPro

Please list the Position ID in the subject line, and attach your resume.

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