Visual Lease, LLC

  • Manager, Customer Support

    Job Locations US-NJ-Woodbridge
    Job ID
    2018-1157
    Category
    Client Services/Support
    Type
    Regular Full-Time
  • Overview

    The Manager, Customer Support Services is responsible for overseeing a team of customer support professionals who provide responsive, high quality service to Visual Lease customers and prospects in a technology-oriented environment.  In this role your team will address and directly respond to submitted support tickets, as well as escalating and routing support items through other VL teams as necessary to resolve issues and maintain VL Service Level Agreements.

    What You Will Do

    • Develops tiered support plan with different content/thresholds per tier; leverage different resources to accommodate different levels of support
    • Develops technical support environment that allows for FAQs, Support Community, and online support.
    • Set performance standards to meet service goals and objectives of the company
    • Oversee team response to customer incidents and requests on a daily basis
    • Build training program for support specialists
    • Monitor programs, procedures and metrics to ensure quality, availability and overall customer satisfaction
    • Collect feedback to provide to Education; provide ideas for product-related documentation
    • Analysis of customer support statistics on productivity and accuracy
    • Coach and develop employees to expand upon their technical and Relativity related skill sets.
    • Provide feedback and propose solutions regarding service failures or customer concerns
    • Responsible for escalating potential risks to internal leadership and Customer Success and upsell potential to Account Management.

    What You Will Need

    • B.A./B.S. degree
    • A minimum of 3 years related experience with progressive managerial responsibilities
    • Proven success in leading high performance teams, achieving results through others, and being a strong team player
    • Demonstrated success in team scaling, management, coaching and mentorship
    • Ability to organize and manage multiple, and at times competing priorities
    • Experience using technology, metrics and reporting to manage a customer support function.
    • Excellent product and process knowledge

    Competencies

    • Strong organizational skills and attention to detail
    • Exceptional time management skills
    • Positive outlook, patience, and strong relationship-building skills
    • Conduct yourself with business integrity
    • Strong sense of urgency
    • Take ownership
    • Embrace humility and teamwork
    • Ability to connect and influence others
    • Self-motivated with a demonstrated ability to take initiative
    • Adaptability to change

    About Visual Lease

    Visual Lease (www.visuallease.com) is a rapidly growing software company located in Woodbridge, NJ. Our software helps companies manage their corporate real estate leases for lease administration and lease accounting.

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