Manager of Support Services

Job description

The Manager of Support leads the Technical Support Team which serves as the frontline point of contact for the SmartCOP customer base at public safety agencies (law enforcement, 911 dispatch centers, and correctional facilities). What your impact will be: - Leading the Technical Support Team; - Managing day-to-day activities of the team; - Setting targets and metrics for team accountability; - Auditing and improving processes and procedures that will result in faster ticket response times and a better customer experience; - Creating and executing a training program for ongoing team learning and understanding of the different aspects of the product portfolio; - Interacting with customers to manage relationships and address issues; - Ensuring that customer requests are responded to and resolved in a timely manner; - Working with internal partner departments to escalate and address customer requests, as necessary; - Developing members of the team; - Coaching members of the team, as necessary. in troubleshooting issues; - Preparing regular status reports of ticket volume, response times, resolutions, etc. - Up to 30% travel visiting customers What we are looking for: - A strong leader...