Support Manager

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The Support Manager, in coordination with the Sr. Support Manager, leads, develops, mentors, and manages a team of support specialists to ensure exceptional customer service is delivered to clients, while ensuring departmental goals are achieved.

Location

Plano, Texas

Responsibilities

  • Monitor departmental goals to ensure client satisfaction including staffing, volume, response times and quality of service.
  • Provide feedback, training and coaching, both real time and in one on one settings to increase representative performance levels.
  • Respond to escalated client issues and negotiate solutions based on client needs and company policies.
  • Review product changes and defects with development and provide them with client feedback to improve the overall product.
  • Assign work and monitor on-going activities/problems of team members and works with them to assure proper follow up and closure.
  • Work with the operations team to monitor team’s support metrics and develop plans to help reduce problem areas.
  • Coordinate and conduct staff training.
  • Recruit, develop and retain individuals with skills, attitude and experience necessary to enable the organization to meet commitments.'
  • Responsible for performance feedback, reviews, and staff development for the department.
  • Performs other job-related duties and responsibilities as may be assigned from time to time.

Qualifications

  • BS/BA degree in related field or equivalent experience is required.
  • Minimum 2 years of support experience with Tyler software applications or 2 – 3 years of support management experience if hire externally.
  • Strong desire to motivate and mange a team of support professionals.
  • Excellent conflict management and resolution skills.
  • Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.
  • A positive, professional and team-oriented leader.

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Requisition Number:2021-1113

Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability.
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