Ideal Software Systems, an innovator in business software management systems for 30 years in the amusement and financial industries, is searching for an experienced and dedicated technical support manager to lead its growing support team.
Supporting customer needs quickly and thoroughly is central to the continued growth and success of Ideal Software Systems and the company’s family of software and hosted products. The Ideal candidate is a proactive support professional with team management skills in customer support, and strong understanding of the technical needs of software customers.
The Support Manager is responsible for managing the support department while maintaining customer relationships within Ideal Software Systems client. This position manages the support of hardware and software systems by managing the support staff and the departmental reporting process, overseeing product issue resolution, and ensuring timely completion of tasks.
What You’ll Do:
Manage team of technical support specialists and priorities in a dynamic support environment
Engage support team and customers to ensure the highest quality of service
Schedule, delegate and manage support staff
Maintain productive customer relationships
Work with clients when escalation is needed to answer questions, resolve issues, troubleshoot problems, and research to find the causes of issues
Keep track of projects and tickets in issue tracking system
Communicate with developers to assist customers with upgrades and issues
What You’ll Need:
Minimum of 5 years’ experience in customer technical support, at least 2 years in management role
Strong communication skills and a dedication to communicating with customers during service
Ability to effectively lead a team of support specialists and mentor their growth
Experience in Computer Science, Databases, IT, Networks or Business Information Systems
SQL experience and a working knowledge of HTML and other web-based tools preferred
Strong time management, organization and decision-making skills
Ability to identify areas for improvement in the support department and implement plans to reach improvement goals
Compensation and Benefits:
Competitive base salary commensurate with track record and experience
Major medical and dental insurance
Health and fitness center membership
Paid vacation and holidays
Ideal is a progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment and financial markets. Ideal’s rapidly growing client base, aggressive product development path and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities.
This position is located at Ideal’s corporate headquarters in Meridian, MS.