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🐯 Manager of Technical Support

Tigerpaw Software Bellevue, NE
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Job Description

Tigerpaw is on the hunt for a Manager of Technical Support to join our overly caffeinated team of quirky, fun and friendly Tigers.

This person will be responsible for leading our team of technical support Tigers as well as directly supporting our customers on regular basis.

Maybe you’re the Tiger we’re looking for?

You have experience in providing technical customer support and an unwavering passion for delighting customers.  You possess the ability to pull off the color orange and a desire to win by solving problems collaboratively.

If this sounds like you, then welcome to the jungle, baby.

At Tigerpaw, we embrace the weird, the odd, the unusual, and the quirky. So much so that we even added “Quirky, Fun and Friendly” as one of our core values. (It’s just above the unofficial core values of “Bacon”* and “Shenanigans.”)

This is a job and a company where you are encouraged to let your geek flag fly. We welcome your energy, enthusiasm, and the things you are passionate about.

In addition to playing a critical role in our customer retention efforts, you also will have the chance to be a member of a learning-focused company that values the soft skills that make coming to work awesome: communication, listening, being supportive of your team members, empathy, critical thinking, problem solving, and how to high-five a co-worker while holding a fresh slice of pizza.

If the idea of working with a great team gets your blood flowing, in an environment that embraces modern ideas on leadership, company culture, and team building; if you put people first; and if you’re not scared away by our quirky culture — then maybe you’re the Tiger we’re looking for. (There will be a Roar test.)

 

Summary and responsibilities

Tigerpaw is looking for a Manager of Technical Support to act as our newest Lego Master team member. This person will be responsible for:

  • Developing and delivering effective technical customer support for the Tigerpaw Software products
  • Ensuring service levels and response times exceed SLA’s and working toward customer issue resolution at all times
  • Overseeing activities of individual contributors who perform technical support responsibilities via telephone, email, and chat to identify or fix issues experienced by Tigerpaw customers
  • Scheduling, staffing, management and development of employees in assigned area
  • Coaching team to demonstrate empathetic customer service
  • Monitoring progress of technical support staff/new hires
  • Mentoring, teaching, coaching, and assisting team members with personal and business-related growth while providing measurable feedback on service delivery
  • Participating in required team management activities including interviews, hires, terminations, and performance evaluations
  • Having regular interaction with clients including participating in call rotations
  • Developing and maintaining technical and procedural documentation including KPI’s, workflows, and diagrams
  • Identifying and leading efforts to implement improvements and automations for routine and repetitive tasks
  • Driving the discussion and decisions of technical topics related to the team, as well as communicating incidents to key stakeholders
  • Ensuring that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated as appropriate
  • Work with various department to monitor and learn new software enhancements in order to properly support customers
  • Building and maintaining relationships with outside partners and identified vendors

You may also be called upon to referee inter-departmental trivia contests and assist in the selection of beer and barbecue for team outings.

 

Qualifications and core competencies

Think you’d be a good fit to join our Streak of Tigers? Here’s what we’re looking for:

  • At least 4 years of experience IT Help Desk, IT service management, or technical support; including at least 1 with supervision of direct reports
  • Ability to lead, motivate and direct a workgroup with effective leadership skills
  • Strong and effective communication and customer service skills
  • Good problem resolution and teamwork skills
  • Ability to succeed in a fast-paced environment with a sense of urgency
  • Ability to assess job related performance and counsel technical support personnel
  • Strong organization skills to manage an array of activities concurrently, and an ability to quickly see changing needs and subsequently react with modifications to priorities
  • Bachelor’s Degree in or equivalent business experience

 

Bonus! You identify with most or all of the following:

  • You have a lifelong love of learning and you’re not afraid to try new things.
  • You can laugh at your mistakes and learn from them.
  • You can laugh at your team’s mistakes (with them; don’t be a jerk), and positively encourage them to continue to DO THE THING!
  • You understand what it means to be part of a no-ego team and you like the idea of getting to work with other fun, geeky, driven and productive professionals, multiple-disciplined thought leaders, and super nerds.
  • You appreciate a good high-five from a teammate over a great idea or a completed project.
  • You like the idea of trading in your blouses and blazers for wearing comic book, video game, or band shirts to work. (And you dig the idea of having a closet full of Tiger-themed work shirts — and yes, we have managed to create some that have a tiger wranglin’ a dragon on them.)
  • You can take constructive criticism and feedback professionally and use it to help the team.
  • You want to learn how to do things better and you enjoy when a teammate shows you a new technique, strategy, shortcut, or random meme.
  • You like Star Trek or Star Wars. There is no right answer, but you should probably have an opinion on the matter.
  • You are excited to help your team and coworkers, but you are also capable of handling your individual projects — and you are always focused on driving projects to completion and success.
  • You think silos are incompatible in a modern workplace environment (read: they’re stupid) and you welcome the opportunity to work in a no-silo environment where you are encouraged to work and play across department lines, roles, and titles.
  • You have an upbeat attitude and you genuinely want to enjoy working with your team.
  • The opportunity to be part of a dedicated team of passionate high-performers gets you excited. And the idea of being part of a modern workplace culture of empowered team members gets you pumped in a big way.
  • You want to have fun, but also get $h!t done.

 

This position offers a competitive compensation package in a relaxed, quirky, fun and friendly company culture. You will be expected to dive in quickly, and you will have the backing and support of our entire team. (We may throw you into the deep-end of the pool, but we’ll give you metaphorical arm-floaty things.)

What are you waiting for? Let’s hear your Tiger roar! (That means apply if you think this sounds like a cool gig — and we promise, it is.)

 

This exciting full-time position will report to our Director of Customer Success.

All offers of employment at Tigerpaw are contingent upon clear results of a thorough background check.

CONTACT: Suzy Kratochvil, skratochvil@tigerpaw.com

 

*Love of bacon is not a requirement for this position. We have several vegetarians and vegans on our team who we fully embrace as our tigery brethren and sistren.

Job Details

Date Posted February 13, 2020
Date Closes March 14, 2020
Address 2201 Thurston Cir.
Located In Bellevue, NE
Department Technical Support
Function Lead and manage technical support team
Job Type Full-time Employee
Compensation Salary, Based on Experience
Experience Level Intermediate (3-7 yrs. experience)
Shift
Daytime
Mon: 8 am to 5 pm
Tue: 8 am to 5 pm
Wed: 8 am to 5 pm
Thu: 8 am to 5 pm
Fri: 8 am to 5 pm
Start Date Immediately
Positions Available 1
SOC Category 15-1041.00 Computer Support Specialists
Zipcode 68005
Name Suzy Kratochvil
Address 2201 Thurston Circle
City, State and Zip Bellevue, NE 68005

This job offers the following benefits

  • 401(k) Retirement Savings Plan
  • Flexible Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • Domestic Partner Benefits
  • Domestic Partner Benefits (Different-sex)
  • Domestic Partner Benefits (Same-Sex)
  • Employee Assistance Program (EAP)
  • Life Insurance
  • Long-Term Disability
  • Medical
  • Short-Term Disability
  • Supplemental Insurance
  • Vision
  • Casual Dress
  • Employee Referral Program
  • Flexible Hours
  • Free Parking
  • Holiday Party
  • On-the-Job Training
  • Paid Holidays
  • Paid Vacations
  • Remote Access
  • Sick Leave
  • Time-off to Pursue Interests
  • Tuition Reimbursement
  • Unpaid Leaves of Absence
  • Workout Facilities
  • Achievement Awards
  • Corporate Perks
  • Merit Increases

This job requires the following skills

  • Customer Service
  • Excellent Team Member
  • Microsoft Office
  • Microsoft SQL Server
  • ERP/CRM
  • Microsoft Windows Desktop
  • Technical Support
  • Excellent Communication

Course(s) relevant to the skills listed for this position

At a Glance
Enjoy these benefits
  • 401(k) Retirement Savings Plan
  • Flexible Spending Accounts
  • Accidental Death and Dismemberment
  • Dental
  • Dependent Life Insurance
  • And More ...
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