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Job Description
Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.
About Vision
Vision Government Solutions is a leading government technology firm providing cutting-edge SaaS to the public sector. We are at an incredible inflection point of growth and are looking for exceptional individuals to join our Customer Support team to help us provide white-glove service to everyone within our community while building a diverse landscape of loyal Vision clients.
Are you driven by customer happiness, have a passion for problem-solving, and strive to offer a personalized experience throughout each client interaction? Do you have a strong background in data analytics and are adept at learning new software? This may be the right role for you!
Our customer support philosophy emphasizes the importance of customer delight, speed, and long-term partnership. To that end, we are searching for empathetic, ambitious, motivated, detail-oriented individuals looking to provide first-class customer service to each customer they serve.
Summary of Role & Responsibilities
The Customer Support Manager is responsible for all the daily operations of one of our Government Technology Support teams. This is a manager level role with expectations to also roll up your sleeves and own escalated cases. Responsibilities include :
- Acting as the face of Customer Support team by communicating effectively with clients and internal stakeholders
- Managing the team’s workflow by tracking case volume and appropriately assigning cases to team members
- Monitoring team performance and reporting on key metrics
- Analyzing key trends to recommend and enact continuous improvement initiatives
- Serving as an escalation point for clients that require additional support, including technical support
- Triaging complex technical issues
- Overseeing onboarding and performance management for all team members
- Acting as a role model to demonstrate and coach customer support best practices
The successful person in this role will :
Required Qualifications include :
If this sounds like you we look forward to meeting you!
Benefits Package : Vision offers health, dental, and vision plans, as well as a 401(k)-matching program.
Job Type : Full-time
Work Location : Remote with minimal travel (approximately 10%). Geographic preference for Findlay, Ohio or Boston, Mass suburbs but will consider East Coast applicants as well.
Equal Employment Opportunity
Vision Government Solutions is an Equal Opportunity Employer and committed to a diverse and inclusive workplace. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
We're proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability and Veteran status.
Vision Government Solutions maintains a drug-free workplace.
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