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Software Support Manager

Vision Government Solutions, Inc., a premier provider of property tax services and software technologies, is seeking a strong support professional for its product & IT services division. Vision is a leading provider of state-of-the-art technology and service solutions enabling local governments to operate with the highest possible efficiency. We are a privately-held firm that is based in Northborough, Massachusetts and well-positioned for continued growth.


Summary:

The Software Support Manager will lead our customer support team to provide quality support to clients, employing a high degree of customer service, technical expertise, and timeliness. The right candidate will be able to manage resources supporting our clients using established standards. The Software Support Manager will be able to work in a fast-paced environment as well as have excellent communication and problem-solving skills.

Responsibilities:

Manage tasks, working arrangements, staff meeting, training and development programs.

Develop customer service procedures, policies and standards for organization and/or department.

Analyze statistics or other data to determine the level of customer service your organization is providing.

Provide accurate and creative solutions to user problems of moderate to difficult nature to ensure user productivity.

Enhance and develop quality support methods and communication skills through coaching feed-back and other developmental approaches.

Assist in the resolution of user and support issues among company clients to ensure timely distribution of knowledge and positive impact on user satisfaction.

Research, resolve, and respond to questions received via telephone calls, letters, e-mails in a timely manner, in accordance with standards.

Escalate problems to appropriate individual based on established guidelines and procedures.

Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

Assist in training workshops.

Participate in team projects that enhance the quality or efficiency of help desk service.

Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the front end.

Qualifications:

3-5 years experience managing a support team.

Excellent customer service and interpersonal skills; telephone etiquette.

Ability to use customer service standards and follow guidelines, as well as to help others interpret policy.

Excellent organizational skills.

Strong oral and written communications skills (technical and nontechnical).

Demonstrated problem-solving skills.

Act as a liaison between internal resources and provide feedback to internal development staff.

Ability to maintain a high level of client trust and confidence in the group's knowledge of and concern for clients' needs.

Associates or Bachelor's degree in Business with 3 to 5 years experience working in either a support or technical setting.

Broad range of telecommunications, network, and desktop knowledge, including experience in:

Windows Server 2008, Windows 7, Windows XP, Microsoft Office Suite, Internet Explorer, Norton Antivirus Software, Oracle and MS SQL Databases, VM Ware, and MS Hyper-V


Solid experience with Oracle PL/SQL and T-SQL preferred.

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