What are the responsibilities and job description for the Technical Customer Support Manager position at Grover Gaming?
Job Title: Technical Customer Support Manager
Location: Greenville, NC
Department: Grover Operations
Reports to: Manager of Development Operations Support
Status: Exempt
WHO WE ARE: Grover Gaming, headquartered in Greenville, North Carolina, is a software design and development company that specializes in electronic gaming throughout the United States and Canada. Having employees located in multiple states, we are working every day toward building a strong foundation of humble, passionate people, effective processes, and superior products. Our dedication to customer service, adaptability, and a diverse range of products has solidified our position as a global leader in the electronic gaming industry. Grover Gaming is a 3-year Inc 5000 award recipient, recognizing the fastest-growing privately held companies in the United States and was recently honored with a Glassdoor Employees’ Choice Award. Our company strives to support local communities and has helped raise over $500 Million for charities through its partnerships in charitable gaming markets.
SUMMARY: As the Technical Customer Support Manager you will lead and mentor a team of individuals to ensure that 5-star customer support is received by customers, distributors and employees. There is a strong focus on teamwork within this role which requires an open mind, eagerness to grow and ability to adapt to a variety of different situations. A strong passion for resolving issues and driving excellence within your team is essential. Data analysis and process improvement will allow for impactful, reliable, efficient and effective support of more than 10,000 devices in the field.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
SUPPORT RESPONSIBILITIES:
This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.
Location: Greenville, NC
Department: Grover Operations
Reports to: Manager of Development Operations Support
Status: Exempt
WHO WE ARE: Grover Gaming, headquartered in Greenville, North Carolina, is a software design and development company that specializes in electronic gaming throughout the United States and Canada. Having employees located in multiple states, we are working every day toward building a strong foundation of humble, passionate people, effective processes, and superior products. Our dedication to customer service, adaptability, and a diverse range of products has solidified our position as a global leader in the electronic gaming industry. Grover Gaming is a 3-year Inc 5000 award recipient, recognizing the fastest-growing privately held companies in the United States and was recently honored with a Glassdoor Employees’ Choice Award. Our company strives to support local communities and has helped raise over $500 Million for charities through its partnerships in charitable gaming markets.
SUMMARY: As the Technical Customer Support Manager you will lead and mentor a team of individuals to ensure that 5-star customer support is received by customers, distributors and employees. There is a strong focus on teamwork within this role which requires an open mind, eagerness to grow and ability to adapt to a variety of different situations. A strong passion for resolving issues and driving excellence within your team is essential. Data analysis and process improvement will allow for impactful, reliable, efficient and effective support of more than 10,000 devices in the field.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
SUPPORT RESPONSIBILITIES:
- Understand company Mission, Vision, and Values and be an ambassador of these principals.
- Provide the best customer experience in our industry.
- Maintain our location networking, hardware and software environments to ensure we are providing entertaining gaming experiences.
- Solve customer requests via email and phone calls in a timely manner.
- Communicate with other departments for networking, hardware and software improvements or issues.
- Collaborate with interdepartmental teams and outside teams to optimize the product experience.
- Department hiring
- New employee onboarding
- Accounts and resources
- Assist with training as needed
- Perform Monthly 1on1’s with direct reports
- Notating regular areas for improvement and building SMART goals to drive the company, personal and professional growth.
- Timecards and Scheduling
- Coordinating and delegating tasks to promote department vision.
- Participate in All-market Operations calls and leadership meetings.
- Partner with the Director to improve the efficiency and effectiveness of current resources.
- Help identify tools and process improvements to improve technician efficiency.
- Enforce good behaviors, common practice and ticket management to ensure effective and efficient resolution to field and internal issues.
- Partner with master tech & market managers to create processes and procedures that benefit Support and the field.
- Partner with the Director to improve the efficiency of current resources.
- Continued department vision and growth.
- Attend all project meetings for upcoming market updates.
- Drives Mission, Vision, Values, and Team Morale.
- Self-motivated and team driven.
- “We Win Together or Fail Together” Mentality
- Top end escalation and cross department POC for software issues or bugs identified in the field.
- College Degree: AS/BS in Information Systems Management or equivalent 4 years in a direct leadership role.
- Minimum 5 years of experience in a technical support role.
This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.
