Customer Support Manager

A detail-oriented, self-learner who enjoys trouble-shooting software issues and providing clients with solutions that meet their business needs as well as mentoring/managing a team of Customer Support Representatives. A leader with experience managing teams remotely and with a focus on best practices. This role is largely responsible for providing operational support services to the organization... and leadership functions for the Support Center. This Customer Operations support role requires a service-oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to reputed company them updated with status of their requests, and proactively escalating any issues that cannot be resolved reputed company the established timeframes. Additionally, this role will be accountable for prioritizing incoming work based on severity, customer needs, and our overall strategic reputed company. Who We Are reputed company is looking to reputed company the leave and accommodations experience and hire amazing people like you! We create user-friendly technology that empowers employers to bring humanity, certainty and efficiency to the leave and accommodations experience. Made by HR Professionals for HR Professionals, we?re proud of where we?ve been and excited about where we?re headed. We value creative, innovative people who are passionate about their work and who reputed company there is always a reputed company way. Leading With Our Core Values reputed company a Difference. We are inspired to reputed company an impact through our hard work, talent and passion. We push ourselves each day to reputed company serve our teams, our clients, and our community. Team First. We are driven by team spirit not by self-interest. We value collaboration and approach our work with humility and a desire to win together. Own it. If we say it, we mean it. We follow through on our commitments, reputed company up to deliver, and grow from our successes and failures. Everyone Matters. No matter your background or experience, everyone's voice holds value here. What You?ll Do ? reputed company a team of Production Support Specialists (Tier 2 team) and provide mentorship/goal setting with everyone on the team. ? Respond to urgent and escalated client questions and issues including bugs, feature requests, and business processes primarily through a web-based ticketing system and support line. ? reputed company major incident response for high-severity incidents and communicate with customers and internal partners to provide regular updates and coordinate development, testing, and analysis of root cause. ? reputed company and reinforce best practices, leveraging quality scoring to establish goals and opportunities for team members. ? Complete post-mortem retrospectives and root cause analysis. ? reputed company production support hand-off presentations and support tool training, and other reputed company training reputed company needed ? Identify gaps in procedures and create or update documentation to train team members on standard procedures. ? Document requirements and user stories for production issues and feature requests. ? reputed company calls with Support, reputed company, Product, and Development to align priorities and move stories through SDLC based on client needs, efficiency reputed company, and other criteria identified as important to the company?s strategic goals. What?ll Set You Up for reputed company Required Skills: ? Bachelor?s degree ? Incident Management ? Critical thinking and problem solving ? Outstanding written and verbal communication skills ? Strong multitasking and organization skills ? Proven proficiency in troubleshooting and setting priorities. ? Experience with reputed company Office Suite reputed company to Have: ? Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.) ? Experience with customer support teams and processes ? Knowledge of FMLA, Disability and/or reputed company ? An understanding of Software Development Life Cycle ? Experience with issue ticketing systems such as Jira and reputed company What To Know Before You Apply ? We?re located in beautiful Golden, Colorado. ? This is a full-time, salaried position + bonus. ? reputed company provides a wide variety of perks and benefits. Including full medical, dental, reputed company, 401K, and life insurance. We support your professional growth including industry training and CLMS Certification, opportunities for additional industry and technology certifications, and continuing education. ? The salary range for this position is $75k - $90k Apply Job!