Technical Support Manager

Job Description:
Position: Technical Support Manager

WHO WE ARE- RBRO Solutions is a software company that provides best of breed products to the legal and corporate legal markets. Come work with a modern agile team working with the latest and greatest technologies to ensure that we continue to innovate and remain as one of the top companies in our industry. We are passionate about serving our customers all around the globe with the best technology possible- Our Core Values are: Innovation, Experience, Excellence, Partnership, Balance, Integrity, Diversity, & Gratitude

WHAT TO EXPECT- Build your career with a vibrant technology company- Be challenged and work in a collaborative team environment- Look forward to a competitive salary and medical benefits

Accountabilities & Responsibilities- Provide leadership to frontline employees with varying job responsibilities within the support team- Ensure the support team members build strong relationships with customers, and drive customer satisfaction through superior service and execution- Responsible to ensure the department meets performance expectations and Key Performance Indicators (KPIs)- Monitor, analyze, and report key support metrics; provide reports to management and ensure they are accurate and timely- Ensure that the appropriate staff member is handling calls in a professional and in a timely manner- Demonstrate functional and technical skills by serving as a point of escalation for complex issues that are reported by internal and external stakeholders. Assist in their resolution by owning and tracking the issue to resolution- Provide Level 3 post-sales support on iManage document management system and RBRO proprietary tools to clients within a Microsoft Windows environment- Troubleshoot, analyze, and resolve deep technical issues quickly and escalate when appropriate- Review support processes, identify gaps, and implement improvements to increase efficiencies. Implement best practices within the Support Department and drive the creation of a knowledgebase, own it, and ensure its accuracy- Develop a strong working knowledge of the company’s proprietary systems and processes-
- Provide “on call” pager support on a rotational basis- Review, analyze, and update maintenance and subscription renewal contracts and support agreements; ensure compliance with Jonas Software’s policies and contract guidelines- Leverage knowledge and insight of our customers’ requirements to assist internal teams in better servicing our customer needs- Collaborate with QA, development, and product management teams to highlight client needs and challenges throughout the software life cycle-
- Other duties as assigned

ABOUT THE CANDIDATE

Qualifications & Experience- Bachelor’s degree or Diploma in Information Technology, Computer Science, or relevant field-
- Knowledge of Microsoft Office Applications (Excel, PowerPoint, Visio, Word and Outlook) at the advanced level preferred-
- Excellent verbal and written communication skills combined with exceptional listening and interpersonal skills used to build rapport with clients and diverse audiences in a variety of settings- Strong ability to document and present ideas, concepts, designs, test results, feedback, and other information in an organized manner to both internal and external clients- Strong understanding of SQL Server administration or development- Understanding of change and release management- Good understanding of computer systems, mobile devices and other tech products- Ability to diagnose and troubleshoot technical issues- Strong customer service skills working with both internal and external customers-
- Ability to provide step-by-step technical help, both written and verbal- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Personal Traits- Strong leadership skills; fosters a culture to attract and retain top talent and to inspire innovation/ drive results; excellent employee engagement track record- High level of critical and logical thinking, analysis, and reasoning to identify underlying principles, reasons, and facts- Must be able to multi-task in a fast-paced environment and set priorities within time constraints- Ability to plan, prioritize and organize workload, consistently working within service standards and agreed objectives; good planning and organizational skills- Keeps customers as a top priority when making all business decisions, listening to customer feedback, and advocating for solutions that help customers achieve and exceed their goals and objectives- Demonstrates drive, passion, and flexibility- Superior technical, analytical, and problem-solving skills

Business Unit:
RBRO

Scheduled Weekly Hours:
37.5

Number of Openings Available:
1

Worker Type:
Regular

More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attra