Technical Support Manager

Job Description

Xactware is looking for a Technical Support Manager to join the team in Lehi, UT. In this role, you will effectively managea team of Support Technicians including scheduling, training/coaching, monitoring productivity and performance management. You will collaboratewith product teams to ensure the Support team is operationally ready for new products/features and address escalated customer interactions. The manager will also enforcecompany and department policies regarding technician performance and customer workflows. In addition, you will provide “on-call” management support for technicians who work nights and weekends and managetools used by the Support Department.

Responsibilities include:

• Manages a team of Support Technicians.
  • Scheduling
  • Training/Coaching
  • Productivity Monitoring
  • Performance Management
• Collaborates with product teams to ensure the Support team is operationally ready for new products/features.
• Participates in department team meetings.
• Enforces company and department policies regarding technician performance and customer workflows.
• Manages tools used by the Support Department.
• Addresses escalated customer interactions.
• Submits potential defect/design issues to development.

Qualifications

• Minimum 2 years of advanced experience supporting Xactware products.
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
• Excellent customer service skills.
• Ability to work in a fast-paced environment.
• Ability to manage time effectively to complete projects and tasks with varying priorities.

#LI-SH1

Additional Information

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.