Assistant Vice President - Application Support Manager

Position Overview

The Application Support Manager will champion technical support of Situs applications, which is client facing technology. This is a hands on position that will lead the development of a top notch support organization. The support team will manage client support request, bugs and issues relating to the use of Situs applications. The ideal candidate excels under pressure, is a natural leader, client focused and technically savvy.

 

Responsibilities

  • Ensure customer satisfaction, by handling complaints and problems with the utmost urgency, professionalism, and empathy

  • Ensures support team is meeting Service Level Agreements, including uptime, fix time, and quality standards

  • Prioritize issues between multiple clients as resource constraints arise

  • De-escalate and resolve customer issues efficiently

  • Respond to inbound calls and emails during dedicated business hours

  • Provide First Call resolution as often as possible.

  • Provide outstanding technical support

  • Display professionalism in all written and verbal correspondence

  • Educates the customer on the use of Situs Technology

  • Quickly identify and escalate product issues to Development team, perform testing to verify fix is successful and follow up with clients.

  • Escalate client concerns to a Client Manager when appropriate

  • Act as the voice of the customer by communicating customer issues with appropriate departments and escalating as necessary to Development team

  • Maintain product expertise and stay up to date with the latest product releases

  • Responsible for online support content, links to support resources and knowledge base articles

  • Ensure active projects are smoothly transitioned from the project team to the support team


Requirements

  • BS degree in Business Administration or related field
  • 7-10 years’ experience in customer service
  • Experience setting up technical support organization, support systems, defining and monitoring SLAs
  • Understanding of business processes and relation to technology
  • Ability to complete assignments with minimal direct supervision
  • Strong organization and time management skills
  • Experience setting up and managing Support Management System to manage service, incident and problem tickets
  • Practical hands on experience with SQL, IIS, and related web technologies in a problem solving capacity
  • Ability to manage technical and non-technical resources.
  • Ability to manage multiple internal and external stakeholders.

We are an equal opportunity employer (m/f/d/v).

This Employer Participates in E- Verify


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Job Location: Des Moines, Iowa, United States
Date published: 20-Jul-2018
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