OpenGov - Manager - Technical Support

Job Summary :

The Manager I, Technical Support will provide direct supervision and guidance to a team of technical support professionals, ensuring efficient and effective resolution of customer issues.

The Manager I, Technical Support will be part of a leadership team in the Support Center of Excellence, fostering a culture of accountability, collaboration, and innovation in alignment with the OpenGov mission of Powering more effective and accountable government.

This role focuses on maintaining operational efficiency, meeting established service level agreements (SLAs), and fostering a collaborative team environment.

The Manager I, Technical Support will work on issues requiring analysis of data and situations that require solid judgment, balancing multiple tasks and priorities.

The Technical Support Manager and their team will work India Standard Time (IST), with overlapping hours with the US team to support early and late queues and ensure smooth case handoffs.

In Shift refers to employees working within defined and predictable schedules, aligned to customer coverage needs, rather than ad-hoc extended hours.

Proposed shift coverage :

Late Shift (US overlap) : 4 : 00 PM 12 : 00 AM CST.

Translated to IST : 3 : 30 AM to 11 : 30 AM.

Weekend shifts are also required.

Responsibilities :

• Utilize new tools (such as AI) to support our customers effectively at scale.
• Provide direct supervision to technical support specialists, analysts, and engineers, ensuring adherence to established processes and procedures.
• Manage day-to-day operations of the technical support team, ensuring timely and accurate resolution of customer inquiries via phone, chat, web, and email.
• Act as a guide to the team, providing technical guidance and support, and stepping in to resolve complex issues as needed.
• Monitor team performance against established KPIs, including case resolution time, customer satisfaction (CSAT), and SLA adherence.
• Look for the why behind the stats to recommend adjustments where needed.
• Utilize the service management system (e.g., Salesforce Service Cloud) for case management, ensuring accurate and timely updates.
• Implement and maintain routine operational plans, ensuring alignment with functional goals and objectives.
• Analyze data and situations to identify trends and areas for improvement in support processes.
• Manage moderate-sized projects or team initiatives with moderate complexity, balancing multiple tasks and priorities.
• Influence team strategies and operational improvements, contributing to the development and performance of team members.
• Mentor and develop team members, providing coaching and feedback to enhance their technical and customer service skills.
• This includes technical and product training for the team and regular performance management.
• Foster a collaborative team environment, ensuring team objectives are met.
• Conduct presentations of technical information concerning specific projects or programs to team members and peers.
• Works on issues requiring the analysis of data and situations that require solid judgment.
• Meets targets typically against a monthly plan.
• Gains cooperation of others.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to escalate and resolve complex technical issues, ensuring a seamless customer experience.
• Drive initiatives to enhance self-service support, automation, and knowledge sharing, ensuring scalability and efficiency.
• Develop structured mentorship and career development opportunities for team members, fostering a pipeline of future technical leaders.
• Has a working knowledge of the product functionality of all suites under their purview and can fill in for team members when they are out.

Requirements And Preferred Experience :

(ref : hirist.tech)