Section: IT & Internet Vacancy 436

Post:Support Manager for UK software co

Salary contractual

Requirements and conditions

Age:

Has no value

Gender

Has no value

Education:

Work schedule:

Has no value

Work place:

London

The announcement text:

Overview
To lead the company support teams for the Core Products such that the most professional service is offered to our Dealers, End Users and staff from a highly skilled, motivated and focus team of professional support technicians. This will involve working very closely with the Specialist Products Support Team and their Manager. Your role also includes taking an active part in the processing calls yourself.

All staff are required to comply with the company ethos which is briefly described as:
• Active customer focus – dedicated to supplying customer service that exceeds customer expectation at every occasion, to the point of putting yourself out and going the extra mile.
• Revenue mindset – seek every opportunity to both enhance and protect the company’s revenue
• Professional communications – including all methods (phone, E Mail, letter, meetings etc) such that Access staff and the entire company are shown to be totally professional in all our activities.
• Helpful ‘can do’ approach – such that anyone can ask for help and assistance with any reasonable request and expect positive response and help.
• Striving forward – in all areas including skill sets, experience, efficiency, better ways of doing things, knowledge, and results.
• Attitude – a positive, forward looking, motivational and constructive attitude displayed to staff, managers and customers alike.
• Results driven through focused activity.
Management responsibilities The following list of required activities is not exhaustive and in addition you will be expected to get involved with other activities and take on other responsibilities as directed from time to time.
• Run the ‘Customer Representative’ program – an initiative where the activities of Access customer service is measured and monitored – see section later.
• Manage the support teams
• Motivate the team leaders
• Motivate the team members
• Manage a program of regular staff training such that staff are stretched and challenged as you grow their skills and experience.
• Organise the team to maintain a regular contact with users to monitor satisfaction, needs, requirements, opportunities and contact details.
• Produce monthly call statistics with the assistance of Product Leaders, review and discuss.
• Manage the communications for support issues to both dealers and end users via the web sites and e mail * fax lists such that more answers are easier to find, resulting in less phone calls to support.
• Manage the call logging system and ensure that all departments use the system correctly for every call.
• Manage all support projects such that they are completed within the agreed time scale and recharged as appropriate.
• Ensure the support team allocates focus into the development and review of manuals and help systems to aid the technical author. Likewise with product quality and the pre-release testing of applications.
• Manage the phone groups and monitoring of any delays in the supply of service.
• Brief Customer Services Director on all activities at a weekly catch up meeting.
Other responsibilities and activities • Develop and maintain a series of KPI’s for the support teams.
• Review the activities of the team including: call recordings, call entries, live call monitoring, skill assessment
• Schedule teams to ensure optimum staff numbers to meet call and service demands
• Work closely with development on software quality issues.
• Escalate any major problems in a timely fashion to the product managers, development, customer service manager, senior managers or board, as appropriate.
• Liaise with development, trainers, product managers to ensure that all support staff are fully trained and briefed on new versions and features in preparation for supply support service.
• Sell the technical services of the team wherever appropriate such that the agreed revenue targets are met each month.
• Review open calls with Product Leaders on at least a weekly basis and more frequently if possible.
• Review open projects with Product Leaders on at least a weekly basis.
• Take an active role in organising regular Dealer training including Technical Conferences and Support Workshops.
• Maintain a skills matrix for all support staff and a plan to extend these skills over a set time frame including cross skilling between products and technologies.
• Input into product design and technicality for new versions.
Customer Representative Program Broadly the objective is to enhance the customer experience through the skilling and focusing of Access staff resulting in a fast, efficient and positive service. This role will focus primarily within your own team but based on success, it is expected that you will broaden your input into other teams within the company along these same lines.

The detailed objectives, in priority order are:-
1. Break the defensive attitude sometimes seen at Access
2. Pass on your experience in a real world manner with positive recommendations of what would fix the problem.
3. Question our processes and attitudes continually
4. Measuring and reporting on change achieved
5. Constant review of matters for which solutions have been taught to ensure continued delivery of change
6. Teaching continually and bringing a new era of enhanced customer focus

Contact information

Employer:

Email:

Phone:

01394 388 828

Publication date: 2009-03-29 05:43:09

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Section: IT & Internet Vacancy 436

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Section: IT & Internet Vacancy 436

Vacancies
in London

Resume
in London