Manager, Support Operation

Jonas Software•Markham, ON

2d•CA$70,000 - CA$80,000

About The Position

The Support Manager supervises SpaSoft’s support operations. This person is a role model for the support team and ensures that services are delivered in a professional and timely manner. This includes providing supervision, technical consultation, and solutions for pre and post installation work. In addition to overseeing the support team, this person works closely with the Director of Client Services towards consistently improving global customer service.

Requirements

College degree or equivalent experience required
Two or more years of IT experience in the hotel or hospitality industry
Demonstrated understanding of one or more of the following: Networks, Citrix, Windows Server O/S, Internet technologies, SQL
Intermediate skills with Microsoft Office Suite
Strong understanding of database systems and the ability to manage through systems
Intermediate Crystal reports knowledge
Excellent customer service skills with a strong customer focus
Detail oriented and dedicated to follow-through in all work
Patience, flexibility and ability to handle pressure while maintaining positive attitude
Highly self-motivated to succeed, action-oriented and able to motivate others
Willingness to enhance own performance through self-study
Great at problem-solving and technical aptitude
Ability to supervise, develop and direct others on a global team working varied shifts
Demonstrates caring about and fairness to direct reports
Excellent written and oral communication skills

Nice To Haves

Experience with hospitality software systems an asset

Responsibilities

Provide leadership to SpaSoft support team in delivering excellent customer service
Manage the case workload. Analyze, prioritize, and delegate support cases. Ensure timely responses from support team
Serve the support and implementation team as escalation point
Manage software distribution. Ensure that approved and up to date files are deployed at customer sites
Maintain the team work schedule and operating environment
Train new hires on support practices. Mentor and help staff to develop technical and customer service skills
Ensure staff is up to date on all software changes
Develop and implement procedures to enhance efficiency, accessibility, and customer service
Perform reviews and other HR functions pertaining to the support team with assistance from the Director Client Services
Maintain consistently accurate case and account information in Salesforce.com
Create and maintain technical documentation
Understanding and orientation to total quality systems management
Other duties as assigned