What are the responsibilities and job description for the SW Support Manager position at Candescent?
Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.
We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.
Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.
Position Summary & Key Areas of Responsibility
The Tech Support Manager will manage day-to-day activities within the Candescent Tech Support team while keeping leaders informed of potential trends on inbound issues, volume spikes and any risks / challenges the team may encounter. He or she will have direct reports and work with team lead to deliver progress meetings and develop frontline team members. This person will effectively communicate with different teams throughout the enterprise to remove roadblocks to technical issues. The Tech Support Manager will effectively work with technical and engineering teams to analyze and escalate issues to ensure the team can resolve efficiently. The Tech Support Manager will manage daily duties and deliver projects and deliverables to increase effectiveness of department. He or she is innovative and can run experimentation to improve process.
This includes :
- Developing and executing strategy for department
- Ensure team is staffed and ready to support and diagnose technical issues within the platform
- Reporting out on department vision and performance to department leaders.
- Key contributor to strategic initiatives across business
- Deep understanding of Candescent platforms
- Works with upstream development teams on existing and new product / features to ensure efficient customer implementation and support.
- Understands release process and team preparation for all new software releases for product team supported.
- Can manage and deliver on VOE experience and skilled at career powers management for staff.
- Performs necessary CRM report management to ensure work completion and minimizes aging and escalated client issues.
- Ensures audit and compliance on the team's work. Proactively coordinates client issue resolution meetings between multiple internal organizations daily.
Basic Qualifications
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
Integrated into our shared values is Candescent's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance, and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies : Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.
