Manager, Application Support

US-TN-Nashville | General

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Job Description

At ACTIVE Network, we are building solutions for all types of activity organizations helping them automate, simplify and grow their businesses. Our cloud technology powers business events and conferences, community programs, parks departments, local attractions, faith-based organizations, sports events, and outdoor activities. We deliver technology that changes the way the world gets active.

But ACTIVE is more than a technology company. It’s a company of passionate people that live to be ACTIVE. We are inspired by our customers. We are fueled by challenge. As a member of the ACTIVE team, you must embrace our exciting work-hard, play-hard environment and bring your passion, dedication and creativity each and every day. ACTIVE’s team members are focused on results and committed to excellence. Together, we are making the world a more ACTIVE place.

ACTIVE has a current opening for Technical Support Manager in our Outdoors Division. This role is accountable for managing our Technical Support team for the Hunting & Fishing market.


Responsibilities:                                                                      

    Manage a Level 2, customer-facing technical support department located in Nashville, TN. Leverage knowledge of ACTIVE Network’s business strategy and translate that strategy into clear missions, strategies, goals and tactics for the Technical Support function, resulting in an outstanding level of customer support
    Provide day-to-day supervision, departmental direction, policy/procedure development and enforcement, budget management, and service level agreement management, while maintaining high levels of customer satisfaction.
    Define, document, execute, and optimize processes for Technical Support. Ensure that support processes result in outstanding customer service while maintaining a sustainable workload for Technical Support team members.
    Instill a customer service culture that drives a high level of both employee and customer SAT
    Manage and report transactional Net Promoter Score. Proactively identify opportunities to improve the transactional Net Promoter Score.
    Act as point of escalation. Interface directly with both customers and internal departments to advocate on behalf of customer needs. Represent ACTIVE in a professional, positive manner at all times.
    Understand and participate in developing financial targets, budgeting, product, and business planning.
    Design and deliver effective key management reports and project updates and progress reports for ACTIVE management. Understand the drivers of key metrics and proactively manage performance.
    Provide continuous feedback through coaching/mentoring to increase employee skill sets. Identify and develop leaders and stars within the team. Develop comprehensive training plans.
    Work closely with other departments (eg. Product, Development, Sales, Client Services) to provide feedback, develop processes, and ensure a great customer experience.
    Other duties as assigned.

Skills & Requirements

Requirements:

    Bachelors Degree or equivalent experience in relevant field.
    Minimum 3 years of management experience with accountability for budget achievement, human resource management, and departmental performance.
    Minimum 5 years experience in software or hardware Technical Support.
    Strong process optimization and process management skills.  Prior experience analyzing, modifying and measuring Support processes.
    Strong customer support skills managing customer satisfaction of large enterprise customers.
    Flexibility and creativity in successfully managing multiple competing priorities.
    Excellent verbal and written communication skills.
    Strong interpersonal skills.  Ability to establish credibility internally and externally as a professional whose experience and knowledge can be depended upon to produce sound advice and well documented decisions.  Ability to build and maintain strong inter-departmental relationships across all departments within ACTIVE Network.
     Demonstrated success working in a fast paced, team-oriented environment.  Ability to work effectively across corporate functions including Sales, Product Management, Development, and Quality Assurance.
     Strong work ethic.
     Strong knowledge of Microsoft Office applications including Excel, Word, Powerpoint.
     Ability to relocate within the US required.