After-Hours Technical Support Manager

What you'll do

• Manage technical support personnel to provide complex product support and resolve issues where standard procedures fail.
• Take escalated customer calls and coordinate with various departments to provide timely resolutions.
• Convey customer feedback and report recurring problems to the product development and design departments.
• Research customer problems and maintain up-to-date knowledge of all company products and service upgrades.
• Develop procedures for resolving product issues and delegate follow-up tasks to appropriate technical personnel.
• Ensure technical support staff are properly trained on new products and existing product upgrades.
• Monitor the technical support group's performance to ensure compliance with Service Level Standards and corporate policies.
• Perform periodic employee evaluations and provide coaching to improve team performance.

What we're looking for

• Minimum of 7 years of experience in technical support.
• Previous leadership experience required.
• Must be able to work an afternoon to evening shift.
• Candidates must live within approximately a 70-mile radius of specific office locations in TX, AL, IA, NC, KY, MO, or KS.
• Bachelor's degree (preferred).
• High-level knowledge of the financial industry as it relates to banks and credit unions (preferred).
• High-level knowledge of supported products and excellent knowledge of other core and complimentary products (preferred).
• Strong organizational skills (preferred).