What are the responsibilities and job description for the Support Manager position at Diversified Technology Corp?
With over 30 years of experience, Diversified Technology Corporation has become the most respected and full-service provider of specialized billing solutions for government and commercial utility companies. Our company provides fully customizable, multi-platform software with an unparalleled support network that does not exist anywhere else industry-wide. Our client experience is integral to our company's unique position, ensuring that from first contact, our clients feel valued and are held in the highest esteem by our company. The Managed Services Associate works with and on behalf of clients daily to provide efficient billing and payment services for their customers.
Duties
The Support Manager is responsible for managing the Support department, including the associates that provide direct support to clients. Retaining and increasing clients is critical through efficient onboarding and day-to-day support.
Detailed job duties include:
- Developing and overseeing quarterly goals and KPIs for the department
- Recruiting, training, and managing Support Associates
- Training new employees in the billing system and processes
- Develop and grow employees based on their strengths and goals
- Overseeing client support - identify client needs, clarify issues, and provide solutions
- Understanding and using the company’s software platforms to resolve client questions, concerns, and issues.
- Ensuring client support tickets are updated daily
- Monitoring the utilization of staff and consumable resources to increase efficiency
- Other duties as assigned
Qualifications
- Associate degree with at least four (4) years of supervisory experience (bachelor’s degree preferred)
- Excellent verbal and written communication skills
- Ability to manage multiple projects simultaneously
- Proficiency with Microsoft Office 365
- An understanding of computer programming is helpful but not essential
- Customer service experience
- Detail-oriented
- Strong organizational skills
- Must be able to lift up to 40 pounds
A criminal background check is required.
Job Type: Full-time
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
