Software Support and Helpdesk Team Manager

Position Overview: As the Customer Support Team Manager at New World Now, you will lead and manage a growing team of customer support specialists responsible for providing exceptional technical support for New World Now applications. Your role will be pivotal in ensuring timely resolution of support requests and achieving customer satisfaction. You will collaborate with cross-functional teams, including Product Analysts, Data Analysts, Software Development Teams, and Quality Assurance, to address support issues, coordinate bug fixes, and facilitate new releases. Your leadership will be crucial in upholding service level agreements (SLAs) and delivering top-notch support to clients while maintaining a professional and customer-centric approach.

Responsibilities:

• Manage and lead a team of customer support specialists, fostering a collaborative and positive work environment.
• Oversee the team's day-to-day operations and allocate resources effectively to meet customer support demands.
• Collaborate with the Product Analyst, Data Analyst, Software Development, and Quality Assurance teams to address complex support requests and ensure timely resolutions.
• Facilitate team training and continuous learning to ensure the team remains up-to-date with the intricacies of New World Now applications.
• Coach and mentor team members, providing constructive feedback and conducting performance evaluations.
• Ensure adherence to SLAs and contractual obligations, managing customer expectations effectively.
• Utilize ZenDesk and other tools effectively to triage, track, and resolve support tickets.
• Foster a culture of quality and attention to detail to ensure customer issues are accurately documented and addressed.
• Collaborate with the company management in recruiting, interviewing, and hiring new team members as the team expands.
• Lead team meetings and communicate updates and important information effectively to the team.
• Act as a liaison between the support team and other departments, providing insights and feedback for process improvements.

Qualifications:

1. Minimum of 5 years of experience in providing customer support, with at least 2 years of experience in a management or supervisory role.
2. Bachelor's degree in a relevant field, or equivalent work experience.
3. Strong technical acumen and familiarity with Microsoft SQL Server or other relational databases.
4. Experience working with ticketing systems, preferably ZenDesk.
5. Excellent communication skills, both written and verbal, with the ability to interact professionally with clients and stakeholders.
6. Proven ability to handle high-pressure situations and meet SLA requirements effectively.
7. Demonstrated leadership skills with the ability to motivate and develop a diverse team.
8. Prior experience in the software industry or working with complex software applications is highly desirable.
9. Openness to adopting new management techniques and promoting a culture of continuous improvement.

Location: This is a full-time, in-office position located in Milwaukee, Wisconsin.

Benefits: New World Now offers a competitive salary and benefits package, including health insurance, paid time off, and opportunities for professional growth and development.