Job Title: Manager, CaaS Technical Support
Department & Team: CaaS Support
The Manager, CaaS Technical Support is responsible for all aspects of technical support to CaaS customers and partners of Interactive Intelligence. This responsibility will include managing all aspects of CaaS technical support such as staffing, training, customer services, processes, support delivery and organizational efficiencies. It will also include all business aspects such as budgeting, program definition, selling and profitably running support.
Lead the strategic and operational initiatives of all CaaS technical support personnel.
Provide daily management and direction for CaaS technical support staff, as well as serve as an escalation point when needed; this includes being part of the on call staff for customer escalations.
Analyze performance of the CaaS support organization through statistical reporting.
Coordinate with CaaS service delivery team on meeting customer needs in a timely manner.
Ensure CaaS technical support team is meeting SLA’s including uptime, fix time, and other quality standards.
Direct and develop the company’s efforts of maintaining positive and productive post-sales relationships with customers and partners.
Create and maintain best practice support procedures.
Eight years Technical Product Support, Development, Testing and/or implementation experience including five years of managerial experience. Managerial experience to include: mentoring and training the support organization, improving response time and client resolution time, measuring team performance, and developing an international support team.
Experience managing a technical support team that supports customized software applications.
Ability to communicate with different people, both technical and non-technical, is critical.
Must have excellent customer management skills, good business acumen, and a strong technical background.
Successful track record of meeting or exceeding established service level agreements.
Bachelor’s degree in Computer Science or equivalent experience/knowledge. Written and verbal communication skills.
Ability to multi-task, prioritize and be detail-oriented.
Ability to work in a team environment.
Ability to take initiative and be proactive.
Complex problem-solving and analytical skills.
Ability to present complex information in a clear, concise manner.
Communicates regularly with colleagues and management.
Uses computer frequently.
Travels 10% to customer and business meeting sites, including international locations.
Legally eligible to work in the U.S.