Senior Manager, Technical Support
It's about more than the right fit. We're looking for the right connection.
At Nextiva, it's our team members that make Nextiva a great place to work. Nexties are smart, driven, and the best in class at what they do. We're changing the game in the software industry with the first of its kind, conversation-centric work hub that unifies team collaboration, customer management & engagement in ONE single application.
Since its founding in 2008, more than 100,000 companies rely on Nextiva for customer and team communication. We believe in the power of strong connections; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
The Senior Manager, Technical Support is responsible for contributing to the leadership and scaling of the Support team by promoting strong service culture, identifying and coaching future leaders and executing on initiatives to grow and build the success of the team.
Key Responsibilities:
- Providing leadership through coaching, feedback, development goals, and performance management.
- Prioritizing, assigning and managing activities and projects in accordance with the team goals and objectives.
- Adjusting hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
- Managing, coaching and providing leadership to internal managers, supervisors and staff to achieve goals with an emphasis on continual learning and professional development.
- Delivering results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
- Developing and proposing new ideas to continually improve customer service levels to ensure company programs are highly differentiated and 'best in class'.
- Preparing call center performance reports by collecting, analyzing, and summarizing data and trends.
- Developing and maintaining effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Recruiting, hiring and terminating Support team members.
- Evaluating Nextiva platform and current marketplace best practices to ensure customer satisfaction.
- Working with key internal stakeholders including Engineering, IT, Sales, and Product management to drive end-to-end process improvement to introduce automation, integration, and new support services.
- Maintaining professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices and participating in professional societies.
Qualifications:
- BA degree required (advanced degree preferred)
- Proven successful management experience of 150+ with a 'hands on' approach
- 10+ years of experience in customer service environments
- 5+ years of experience in a leadership role at Senior Manager or above
- 5+ years in a technology related field or technical support position in software, telecommunications or LAN/WANs
- Relentless drive to solve problems, grow, learn, adapt and lead
- Excellent problem-solving and critical thinking skills and the ability to multitask and thrive in a fast-paced environment
- World class customer service and written and verbal communication skills
- Solid understanding of TCP/IP fundamentals
- Excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment
- Effective leadership and analytical skills including staffing models, scheduling, trend analysis (working knowledge of financial statement analysis is a plus)
- Exceptional ability to develop and manage results-oriented recruiting and training programs
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
- Advanced TCP/IP and VOIP Contact Center Management experience, solid VoIP knowledge of SIP signaling and basic to advanced under
Rewards & Benefits:
Nextiva provides a comprehensive employee benefits package that includes medical (including supplemental plans for accident, hospitalization and critical illness), telemedicine, dental, vision, disability, life insurance, legal assistance, an Employee Assistance Plan, paid parental bonding leave, PTO for hourly employees and Flexible Time Off (FTO) for salaried employees, an employee long-term savings plan (401k) through Fidelity with Nextiva matching, comprehensive employee wellness programs and loads of learning and development opportunities which are coupled with career paths to last a lifetime.
To check out what's going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.
In 2022, Nextiva has been recognized by Comparably as the 'Best Place to Work' in the following categories: Best Company Leadership, Best CEO for Women, Best Global Culture, and Best Places to Work in Phoenix.
Additional workplace awards include 2021 LinkedIn Talent Employee Engagement Champion, Comparably's Best CEO 2021, Best Company Culture 2021 and 2018, Best Company Compensation 2022, 2021 and 2019, and Glassdoor's 2020 Best Places to Work.
Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.
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