Technical Support Manager Job
The Active Network - Broomfield, CO

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Job ID: 179
City: Broomfield
State: CO
Country: US
Job Category: Customer Support

Description:

Purpose:

ACTIVE Network’s Ski & Attractions business unit works closely with some of the largest and most prestigious ski resorts, parks, and attractions in the world. Our suite of software solutions including RTP|ONE, RTP|Distribution Services, and RTP|Online E-commerce allow our customers to smoothly and efficiently run all aspects of their operations, including ticketing access control, e-commerce, retail, product rentals, snowsports school, and food and beverage sales.

Active has a current opening for a Technical Support Manager. This role is accountable for managing the technical support team for Active Network’s Ski & Attractions market.

Responsibilities:
-Manage a high-performing technical support department consisting of geographically distributed team members. Leverage knowledge of ACTIVE Network’s business strategy and translate that strategy into clear missions, strategies, goals and tactics for the Technical Support function.
-Provide day-to-day supervision, departmental direction, policy/procedure development and enforcement, budget management, and service level agreement management, while maintaining high levels of customer satisfaction.
-Define, document, execute, and optimize processes for Technical Support including case management, troubleshooting, escalation, resolution, and customer relationship management. Ensure that support processes provide sufficient customer service to customers across international time zones while maintaining a sustainable workload for Technical Support team members.
-Instill a customer service culture where customer needs are routinely addressed in an efficient manner with high customer satisfaction.
-Manage and report transactional Net Promoter Score. Proactively identify opportunities to improve the transactional Net Promoter Score.
-Act as point of escalation. Interface directly with both customers and internal departments to advocate on behalf of customer needs. Represent Active Technical Support in a professional, positive manner at all times.
-Understand and participate in developing financial targets, budgeting, product, and business planning.
-Proactively evaluate= defect trends and root causes in order to opportunistically reduce support case volume.
-Design and deliver effective key management reports and project updates and progress reports for ACTIVE management. Understand the drivers of key metrics and proactively manage performance.
-Provide continuous feedback through coaching/mentoring to increase employee skill sets. Identify and develop leaders within the team. Ensure adequate training levels.
-Apply knowledge of ACTIVE business strategies as well as industry trends, challenges, and opportunities to provide an optimal support experience for customers. Work closely with Development and Product Management groups on prioritization and defect resolution.
-Proactively manage customer expectations and ensure that those expectations are met.
-Other duties as assigned.

DESIRED SKILLS/QUALIFICATIONS
-Bachelors Degree or equivalent experience in relevant field.
-Minimum 3 years of management experience with accountability for budget achievement, human resource management, and departmental performance.
-Minimum 5 years progressive experience in software or hardware Technical Support.
-Process optimization and process management skills. Prior experience analyzing, modifying and measuring Support processes.
-Strong customer support skills managing customer satisfaction of large enterprise customers.
-Flexibility and creativity in successfully managing multiple competing priorities.
-Excellent verbal and written communication skills. Prior experience working with customers from other cultures.
-Strong interpersonal skills. Ability to establish credibility internally and externally as a professional whose experience and knowledge can be depended upon to produce sound advice and well documented decisions. Ability to build and maintain strong inter-departmental relationships across all departments within ACTIVE Network.
-Demonstrated success working in a fast paced, team-oriented environment. Ability to work effectively across corporate functions including Sales, Product Management, Development, and Quality Assurance.
-Knowledge of Ski and Attractions industry and customer challenges, trends, and opportunities. Desire to work closely with Ski and Attractions customers and assist them with business needs. Industry knowledge or experience in summer/winter resorts and/or travel industry preferred.
-Strong work ethic.
-Strong knowledge of RTP|ONE, RTP|DS, RTP|Ecommerce and related software products strongly preferred.
-Strong working knowledge and familiarity with Microsoft SQL Server, including SSRS and SSIS. Must be familiar with OLTP and OLAP database structures.
-Strong understanding of client server and cloud application architectures, Microsoft .NET framework application architectures, including MVC design patterns.
-Strong knowledge of Microsoft Office applications including Excel, Word, Powerpoint.
OTHER:

Location – Broomfield, CO or Avon, CO

Some domestic and international travel may be required.

J2W: MON

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About this company
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The Active Network delivers integrated technology solutions, marketing services and online media properties that enable and encourage...