Technical Support Manager

Company Description

Forsta is the new brand for the merged businesses of FocusVision and Confirmit & Dapresy, and is a full-spectrum, Customer Experience and Research Technology solutions provider, servicing professional client enterprises directly. Our technology allows our clients to gather, analyze and share data for Voice of the Customer Programs & Market Research. If you want to join an exciting growth brand then we are your natural choice.

Forsta is a great place to advance your career, and we have an amazing culture. To those of us who already work here, Forsta is more than "just another job". We work hard, but Forsta is an employer that provides ample opportunities to learn, grow, and express creativity. The management team has an open-door policy and encourages collaboration at every point in every process. Our team members are much more than just coworkers - we're all friends working toward a common goal.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and working environment - possibility to work from home
• Benefits like annual bonuses, employee referral bonuses, Employee Support Program, Internal Mobility program, etc.
• and many more...

Job Description

The Technical Support Manager will oversee and manage daily operations of Forsta Survey's 24/7 support team in their region. The Technical Support Manager will also implement policies and procedures in order to increase team knowledge and efficiency as well as client satisfaction. This person also has the responsibility to be a trainer and mentor to their staff and act as a point of escalation on support issues when the need arises.

JOB DUTIES:

• Ensure that all customer tickets are handled in a professional, courteous, and respectful manner
• Hire and train new support agents in your region.
• Evaluate the performance of each team member on a regular basis, and provide direct or functional supervision including setting individual and team performance goals and objectives
• Create and manage process improvements and ongoing training plans for the support team
• Follows the direction, guidance, processes, and policies as defined by the Director of Technical Support
• Interacting and communicating with clients via phone, email, and chat
• Providing guidance, assistance, and follow-up on client inquiries and escalations in a professional, courteous and respectful manner
• Assist with analyzing department data and making recommendations on increasing team efficiency and knowledge
• Able to work independently with minimal supervision while maintaining high level, quality customer response
• Empower end-users to support themselves using our knowledge base and various training tools
• Continually expanding knowledge on FocusVision Software Platform and acquiring new skills pertaining to support services
• Provide guidance and assistance for Decipher and Kinesis platforms to our end users
• Reviewing tickets and creating support content for the Knowledge Base, How-to's and FAQ
• Replicate and report software bugs that have been submitted by clients to support

Qualifications

REQUIRED SKILLS AND ABILITIES:

• BA/BS, Information Systems, Computer Science, Information Technologies, or equivalent experience
• Experience in a supervisory or leadership role including interviewing and performance management.
• Experience working with a ticketing support system
• Strong verbal and written communication skills
• Strong customer-orientation, ability to provide technical consulting to non-technical users
• Ability to trouble shoot technical issues and devise creative solutions to meet customer needs
• Must have a positive can-do attitude that is goal oriented and team focused
• Ability to present solutions using the FocusVision software platform that meet our customer's needs

PREFERRED EXPERIENCE:

• Experience on the FocusVision Software platform is a plus
• Knowledge of Python Programming is a plus
• Knowledge of HTML/XML/CSS/JavaScript/jQuery is a plus
• Knowledge of UNIX is a plus
• Market Research Experience is a plus

Additional Information

What we offer:

The expected base salary for this position ranges from $76,000 to $126,600. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

Forsta is a great place to advance your career, and we have an amazing culture. To those of us who already work here, Forsta is more than "just another job". We work hard, but Forsta is an employer that provides ample opportunities to learn, grow, and express creativity. The management team has an open-door policy and encourages collaboration at every point in every process. Our team members are much more than just co-workers - we're all friends working toward a common goal.

• Opportunity to work in a fast-paced, market leading SaaS company, with colleagues and customers from all over the world and an experienced executive leadership team
• Exciting challenges in an international environment
• Competitive salary and regular performance reviews
• Flexible location and working environment - possibility to work from home
• Benefits like generous vacation days, employee referral bonuses, Employee Support Program, Internal Mobility program, etc.
• and many more...

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Our privacy policy can be found here: https://www.forsta.com.privacy.html

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