Support Operations Manager

5 months ago

Burnaby, Canada T2 Systems Full time

T2 Systems is the largest parking, mobility, and transportation provider in North America, with more than 25 years in the parking management industry and currently serving thousands of parking professionals. We integrate the best people, processes, and technology to provide powerful, high performance, and secure parking solutions. T2 Systems is headquartered in Indianapolis, Indiana with its Canadian office located in Burnaby, BC.

We didn't become an industry leader by chance - we push the envelope to provide more innovative and advanced solutions for our customers. Which wouldn't be possible without employees who strive for success, work together, and are hungry to learn, grow, and lead.
- The Support Operations Manager will be instrumental in the tracking and achievement of our Support metrics; both internally and externally.
- The Support Operations Manager is a fundamental, non-customer facing role with the sole objective of achieving the operational success of the whole Support organization.
- Manage Professional Services team, with objective of increasing revenue.

RESPONSIBILITIES:

- Monitor support metrics, including response times, resolution rates, and customer satisfaction scores, identifying areas for improvement and implementing necessary changes.
- Provide ongoing system training for the support team to ensure they are kept up to date on all improvements and change in functionality.
- Stay current with industry trends and best practices, incorporating new ideas and approaches into the support operations strategy.
- Liaise with our Salesforce Account Managers and Consultants to highlight issues, work on subscription renewals.
- Coordinate departmental administrative tasks to ensure all systems are up to date.
- Perform departmental SOX reviews as requested.
- Review and improve Pay Station Sales Order process to ensure revenue is commensurate with time spent.
- Maintain customer self-help resources and resolve issues as they arise.
- Monitor and analyze site performance, identify areas for improvement, and implement necessary enhancements.

QULALIFICATIONS:

- Associate degree (AA), Bachelor's Degree (BA/BS) in related field (Business or Technology or relevant experience in lieu of a degree.
- Minimum three (3) years of experience in a support environment.
- Strong, vibrant, and energetic communication style - both written and verbal.
- Strong understanding of support operations, including ticketing systems, escalation processes, and performance metrics.
- Knowledge and experience of Salesforce is preferred.
- Experience in product training and documentation writing required.
- Ability to multitask and manage multiple priorities in a fast-paced, dynamic environment.
- Manage project timelines, budgets, and resources effectively to ensure on-time and on-budget delivery of solutions.

T2 Systems is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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