SW Support Manager

Candescent•Atlanta, GA

About The Position

Candescent is the leading cloud-based digital banking solutions provider for financial institutions. We are transforming digital banking with intelligent, cloud-powered solutions that connect account opening, digital banking, and branch experiences for financial institutions. Our advanced technology and developer tools enable seamless, differentiated customer journeys that elevate trust, service, and innovation. Success here requires flexibility in a fast-paced environment, a client-first mindset, and a commitment to delivering consistent, reliable results as part of a performance-driven, values-led team. With team members around the world, Candescent is an equal opportunity employer. Position Summary & Key Areas of Responsibility Software Support Engineers are responsible for responding to complex inquiries of a technical or functional nature which are predominantly routine. Typically supports both (technical/functional) platform and product issues. Handles problem resolutions that may require follow-up and/or escalation to a higher level of expertise. Contacts may be live (chat/critical), e-mail, slack, IM, live person or phone. Support is focused on external clients, with an emphasis on partnering with internal customers to assist/advise internal clients. Requires general knowledge of company (DI/NCR), products, and/or services. May assess needs and suggest alternative configurations or services. Ability to work flexible hours as required during peak season. The Software Support Engineer Lead is responsible for managing a team of Software Support Engineers to ensure that all technical tasks are completed on time and with quality. The Software Support Engineer Lead is the escalation point for the team, primary contact for all associated teams, and manages the day to day activities of the team. This includes managing the performance of the team, creating plans for efficiency and growth, and tracking metrics at a team and individual level. Participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future. Analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers). The Software Support Engineer Lead is responsible for managing a team of Software Support Engineers to ensure that all technical tasks are completed on time and with quality, being the escalation point for the team, primary contact for all associated teams, and manages the day to day activities of the team. This includes: managing the performance of the team, creating plans for efficiency and growth, and tracking metrics at a team and individual level. participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers).

Requirements

2-3 years management experience
Good verbal and written communication skills
Computer skills: Exhibits a high level of knowledge in the relevant operating system, and software environment
Good hardware and software troubleshooting abilities
Ability to multi-task
Analytical skills: able to research, analyze and determine an appropriate course of action in a variety of situations, when supported by relevant knowledge base and/or higher tier help desk
Organizational skills: Demonstrates initiative, excellent problem-solving skills and the ability to prioritize
Solves moderate problems exercising good judgment
Modifies communication style to meet customer needs

Nice To Haves

Consistently implement/supports 2 product lines / modules / products, or a mix of call types (example: platform/system and tax/business calls) with a moderate complexity level (depending on BU) to minimum expectation level
High end skills set may enable other development opportunities within organization (examples: training or QA rotation) to support seasonal business model.
Fosters an environment that encourages sharing creative insights.
Enables constructive debate by modeling it and promoting it on the team.
Learns from successes and mistakes and applies the learnings.
Deals with problems and does not pass them off to another team.
Regularly solicits feedback from peers, staff and managers, and applies the learnings to enhance their own performance and capabilities.
Partners with cross teams and has an understanding of the business’ goals and how it connects across organizational boundaries.
Streamlines continuous process improvements and considers the downstream and upstream effects of potential decisions.
Identifies trade-offs between short and long term, and balances the needs of NCR’s three key stakeholders.
Consistently takes a cross-functional perspective.
Provide Team Leadership and offer expertise knowledge across teams.
Drive issues to completion across teams.
Monitoring and reporting of TS Production queues and statistics. (Danie)
Review and advise on Customer Support Incidents and trends.
Support & enforce Department Procedures/SOPs for the knowledge management methods.
Be available and fill in gaps where the team needs it the most.

Responsibilities

managing the performance of the team
creating plans for efficiency and growth
tracking metrics at a team and individual level
participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future
analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers).

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