Avenu Insights & Analytics is Hiring a Customer Support Manager Near Centreville, VA

Job Summary:

Customer Support Manager is responsible for supporting Avenu’s Land Records customer base, fielding support calls, prioritizing issues, directing staff, managing client support calls, ability to demo legacy products to assist sales. This position works closely with development to prioritize bug fixes and development to support current client based. the installation and support teams, development, and interfaces with sales and clients. The ideal candidate will be, self-reliant, motivated, take pride in exceeding expectations and focused on delivering high quality service to our clients and internal teams.

Requires some travel to client sites and ability to assist with installations and troubleshoot equipment issues.

Duties and Responsibilities:

• Assist with software upgrades and renewals
• Collaborating with System Engineering for system builds and deployment
• Managing reported issues and assigning tasks
• Monitor client uptime and troubleshoot issues
• Training new support staff
• Comfortable learning Azure cloud deployments
• Ability to learn CRM tool ServiceNow for customer issue tracking.

Education and Experience:

• Experience in customer service and support.
• Experience with Avenu Application a Plus
• 6-10 years’ experience in Client Support with direct hardware experience.
• Bachelors Degree required

Knowledge, Skills and Abilities:

• Experience with Avenu’s Products a plus.
• Experience with SQL queries
• Ability to communicate effectively, verbally and in writing
• Microsoft Windows Servers OS upgrades, PC upgrades
• LogMeIn Remote Client software,
• FTP & FSTP
• Ability to install Peripherals, receipt printers, scanners, Print servers.

• Facilitate two-way communication with staff members, Stakeholders and Avenu management.
• Conduct staff meetings on weekly basis. Develop, create, and communicate status, using various reports.
• Provide a mentoring environment for staff members to allow professional and personal growth.

Customer Relationship

• Establish and maintain solid relationships with all of the key stakeholders
• Meet with key stakeholders to ensure effective lines of communication are maintained.
• Provide timely status reports that maintain service level agreement for delivery of quality service.
• Provide up-to-date information to stakeholders in response to specific inquiries.
• Develop follow-up methodology for commitments prior to requested date.

• Provide advance notification to Avenu management regarding potential issues before they occur.
• Listen to and understand customer expectations and concerns, and assure project is being executed effectively.

Work Environment:

• The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual workstation, using telephone and computer
• Ability to sit at a computer and on the phone for extended period of time

Physical Demands:

• Constantly operates a computer and other office equipment.
• This position needs to be able to travel to client sites, if needed.
• The person in this position frequently communicates via telephone, email, and in person

Avenu Summary:

Avenu provides local governments with ways to achieve more predictable revenue that supports growth, fuels modernization and ensures compliance with mandated but underfunded programs. Avenu’s revenue enhancement and administrative solutions find and recover license, permit and other taxes that cities and counties struggle to collect. The insights and improved fiscal posture enables governments to deliver expected services and sustain a high quality of life for residents.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.