Tier 3 Support Manager
| Company | BambooHR |
|---|---|
| Location | Utah, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Minimum of 5 years of experience in a technical support role, with at least 3 years in a leadership or management position.
- Strong technical background with expertise in JIRA, Salesforce, Incident Management tooling.
- Excellent problem-solving and analytical skills.
- Proven ability to lead and motivate a team in a fast-paced environment.
- Exceptional communication and interpersonal skills.
- Experience with support ticketing systems and customer relationship management (CRM) tools.
- Ability to work collaboratively with cross-functional teams, including product engineering and customer support.
- Strong organizational and time management skills.
- Experience in incident management and the ability to lead incident response efforts.
Responsibilities
- Lead and manage the Tier 3 support team, providing guidance, training, and performance evaluations.
- Oversee the resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams.
- Collaborate closely with product engineering teams to address and resolve product-related issues, ensuring that customer feedback is integrated into product development.
- Work in partnership with customer support teams to streamline escalation processes and improve overall customer experience.
- Develop and implement support processes and best practices to improve efficiency and customer satisfaction.
- Monitor support metrics and KPIs to ensure team performance meets organizational goals.
- Act as a point of escalation for critical customer issues and ensure timely resolution.
- Maintain up-to-date knowledge of company products and services to provide expert-level support.
- Work with cross-functional teams to identify and address systemic issues and drive product improvements.
- Prepare and present regular reports on support team performance and customer feedback to senior management.
- Foster a customer-centric culture within the support team, ensuring a high level of customer satisfaction.
- Lead incident management efforts, coordinating with relevant teams to ensure timely and effective resolution of incidents.
- Develop and maintain incident management processes, ensuring clear communication and documentation during incidents.
Preferred Qualifications
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No preferred qualifications provided.