#Description#

Manager, Technical Support

Jobvite, an Employ brand, is an end-to-end Talent Acquisition Suite that takes a marketing-first approach to intelligently attract dream candidates, automatically screen for the highest quality, engage employees invested in the future, and retain the people who care the most about your organization by combining the power of AI and the human touch. Jobvite is proud to serve a broad range of customers including Zappos, JPMorgan Chase, Ingram Micro, Trek Bikes, and Panasonic.

Primary areas of focus & responsibility for your role:

• Responsible for expediting and facilitating the client support functions of ALL Jobvite Products and areas of focus.
• Responsibility to oversee the operations of a Technical Support Team
• Manages escalated customer issues coming in through various channels such as email, web and telephone; and is tasked with providing timely and satisfactory responses to clients with installed solutions, meeting contractually defined response target times and SLAs
• Manage and monitor service performance metrics and process improvements
• Troubleshoot specific problem situations as identified through escalation policies and procedures
• Work with customers to understand goals and business processes
• Provide expert knowledge of our application(s) to the customer
• Drive to continually improve our internal process for Support Teams
• Identify, troubleshoot, resolve, and document resolution of issues encountered by users, confirm and report bugs.
• Document issues using case format in our support tools such as Salesforce and Jira
• Help create, maintain and update automated communications on phone, chat, and case/email communication channels.
• Act as a liaison between our Product Management/Engineering teams, Customer Success members, and Account Management
• Collaborate with other employees by providing important customer feedback, process-improvement suggestions, new troubleshooting tips and other actions that involve improving our product
• Ongoing contribution to technical and functional solutions to be posted to both internal and external knowledge base

What you bring to your role:

• 5+ years previous experience working within a technically focused environment
• 5+ years building and leading support teams
• Experience developing system and processes to create operational efficiencies
• Previous experience interfacing with customers in a support capacity
• Experienced and comfortable interacting with all levels of management and roles within the customer organization
• Ability to effectively prioritize and escalate customer issues as required
• Excellent communication and presentation skills; ability to effectively explain complex solutions to customers
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment
• Experience with SalesForce Support Modules/Processes a plus

What you do as a manager:

• Model our Jobvite Values
• Coach, empower and motivate your team members
• Have the critical feedback conversations with your team members
• Remove roadblocks for your team
• Set goals & metrics for your team that are aligned with company objectives
• Make yourself available to your team for questions, guidance etc.
• Celebrate successes and provide praise for a job well done by your team members
• Network within your space to help recruit talent to Jobvite
• Ensure a safe & secure work environment free from harassment, bullying etc.
• Communicate proactively and effectively with other departments
• Provide a great recruiting & onboarding experience to candidates and new team members
• Trickle down critical company messages to your team
• Create and execute on actions plans based on your engagement survey results

About Employ:
Employ empowers organizations of all sizes to overcome their greatest recruiting and talent acquisition challenges. Offering a combination of purpose-built intelligent software technologies, services, and industry expertise, Employ provides businesses of all sizes with powerful solutions for recruiting a diverse workforce. Through its JazzHR and Jobvite technologies, and NXTThing RPO services, Employ serves more than 12,000 customers across all industries. For more information, visit www.employinc.com.

Jobvite is an Equal Opportunity employer.
Jobvite is an EVerify employer.