Technical Support ManagerWe are seeking a highly skilled and experienced Technical Manager of Support to lead our business applications Technical Support team. The ideal candidate will have a strong background in technology, with a focus on the Microsoft stack, ServiceNow, and experience in software development. Must possess hands-on experience working with multiple versions of .Net, SQL databases, BTS, Azure, RPA, and general infrastructure considerations. ITIL certification is preferred, and prior experience supporting proprietary software solutions is highly desirable. Real estate domain experience is preferred.Responsibilities
Manage and lead the technical support teams to provide excellent customer service and resolve all technical issues.
Collaborate effectively with various teams, fostering a cooperative environment to expedite issue resolution.
Ensure service delivery is timely and accurate, meeting all SLOs and other metrices.
Responsible for talent management including recruitment, training, and development of existing team players.
Set specific customer service standards and objectives for the team.
Contribute to improving customer support by actively responding to queries and handling complaints.
Develop dashboards and reports using ServiceNow.
Follow up with customers to identify areas of improvement.
Develop daily, weekly and monthly reports on team’s productivity.
Provide customer feedback to the appropriate internal teams.
Ability to solve complex problems and make decisions based on a wide range of factors supported by data.
Create and maintain a comprehensive knowledge base of our products, known issues, and other procedures that may be beneficial to both the team and the customers.
Requirements
Proven work experience as a Technical Support Manager or similar role.
Experience as a software engineer using .Net, NodeJs, TSQL, BTS, RPA, Azure, and other similar technologies.
Proven experience in supporting a comprehensive ecosystem, with emphasis on utilizing Virtual Desktop Infrastructure platforms like Citrix.
Hands-on experience with the Microsoft stack and ServiceNow.
ITIL certification preferred.
Experience with proprietary software solutions.
Strong leadership and performance evaluation skills.
Customer-service oriented with a problem-solving attitude.
The ability to learn about new technologies quickly and adapt to changing technological landscapes is crucial.
Strong conflict management skills, with the ability to resolve issues professionally and tactfully.
Strong written and verbal communication skills are essential for explaining complex technical issues to non-technical team members and stakeholders.
Experience with project management methodologies such as Agile or Scrum is a plus.
A degree in Information Technology, Computer Science or a related field is preferred.
Anywhere Real Estate Inc. (http://www.anywhere.re/) (NYSE: HOUS) is on a mission to empower everyone’s next move. Home to some of the most recognized brands in real estate Better Homes and Gardens® Real Estate (https://www.bhgre.com/) , Century 21® (https://www.century21.com/) , Coldwell Banker® (https://www.coldwellbanker.com/) , Coldwell Banker Commercial® (https://www.cbcworldwide.com/) , Corcoran® (https://www.corcoran.com/) , ERA® (https://www.era.com/) , and Sotheby's International Realty® (https://www.sothebysrealty.com/eng)The Anywhere portfolio includes franchise and brokerage operations as well as national title, settlement, and relocation companies and nationally scaled mortgage origination and underwriting joint ventures. Supporting approximately 1.5 million home transactions in 2021, Anywhere is focused on simplifying, digitizing and integrating the real estate transaction for all consumers, no matter where they may be in their home buying and selling journey. With innovative products and technology, Anywhere fuels the productivity of its approximately 196,200 independent sales agents in the US and approximately 136,400 independent sales agents in 118 other countries and territories.At Anywhere Real Estate, diversity fuels success – for our company, for our employees, and for our industry. We strive to be a top destination for diverse talent, committed to creating a culture of belonging that empowers everyone’s next move. We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value diversity – respecting backgrounds, cultures, perspectives, and beliefs. We develop our diverse talent base – through increasing representation in executive key leadership roles with actions including mentorship programs and partnerships with real estate associations that promote diversity and inclusion. Read more about our company’s diversity, equity, and inclusion efforts in our annual Corporate Social Responsibility Report (https://assets.website-files.com/633f08923c4c519693723aa5/63f7690462db639dcd8b18deAnywhere%20CSR%20Report%202022.pdf) .You’ll find our commitment to diversity reflected in our achievements:
Recognized as one of the World’s Most Ethical Companies since 2011.
Anywhere has also been designated a Great Place to Work since 2019.
Recognized by Fortune as one of America’s Most Innovative Companies.
Honored by Forbes as one of the World’s Best Employers for Diversity and Top Female Friendly Companies.
With a diverse employee population, we know we will succeed together and move real estate to what’s next. We hope you’ll join us.EEO Statement: EOE including disability/veteran