Technical Customer Support Manager (INDG)
About The Position
You will help lead the reinventing of our technical support team to enable our business growth goals for the future. You will maintain effective cross-departmental relationships that will position our team to support a world-class customer experience with our products. You will set the standard for technical support interactions strategically and operationally through coaching and developing direct reports to achieve positive results against performance and customer satisfaction metrics goals. What you will do : Manage day-to-day operations and service delivery of technical support to users of the Bloomberg Industry Group’s suite of products. Guide your team with customer service, and technical support best practices and industry standards. Learn and adapt the technical support team’s capabilities to meet the demands of our customers most efficiently. Evaluate and improve overall department organization, efficiency, and performance by identifying opportunities to enhance internal processes. Gather and leverage customer interaction data to drive innovation in the Technical Support team and the business. Set clear objectives, evaluate progress, and develop a high-performance culture with a focus on collaboration, service excellence, and ownership for resolving customer issues. Ensure working practices are well-defined, operational, and leveraging technology to improve efficiency. Partner extensively with internal teams including Sales, Product Management, Customer Experience, and engineering to maintain alignment. Develop and implement training programs to drive individual performance by focusing on technical and skills development. Develop a culture of continuous improvement and manage change both at an individual and team level.
Requirements
- Bachelor’s degree or equivalent experience required.
- 5+ years of experience supporting software including release support, beta testing, and UAT.
- 3 + years of people management experience required, preferably in a technical support function.
- Experience managing multiple priorities and projects simultaneously.
- Knowledge of ITIL v3 foundations and Agile methodology or ITIL 4 Foundations
- Knowledge of Salesforce or a similar CRM.
Responsibilities
- Manage day-to-day operations and service delivery of technical support to users of the Bloomberg Industry Group’s suite of products.
- Guide your team with customer service, and technical support best practices and industry standards.
- Learn and adapt the technical support team’s capabilities to meet the demands of our customers most efficiently.
- Evaluate and improve overall department organization, efficiency, and performance by identifying opportunities to enhance internal processes.
- Gather and leverage customer interaction data to drive innovation in the Technical Support team and the business.
- Set clear objectives, evaluate progress, and develop a high-performance culture with a focus on collaboration, service excellence, and ownership for resolving customer issues.
- Ensure working practices are well-defined, operational, and leveraging technology to improve efficiency.
- Partner extensively with internal teams including Sales, Product Management, Customer Experience, and engineering to maintain alignment.
- Develop and implement training programs to drive individual performance by focusing on technical and skills development.
- Develop a culture of continuous improvement and manage change both at an individual and team level.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
501-1,000 employees
