Support Manager

Job Overview:

The Support Manager will be responsible for overseeing the support team, ensuring high-quality customer service, and maintaining efficient support operations. This role requires a highly analytical and technical individual who can lead the team with expertise and initiative. The Support Manager will play a critical role in shaping customer perceptions and influencing decisions through consistent and effective support interactions. The Support Manager will be responsible for delivering outstanding support experiences to customers of Harris School Solutions – Enterprise Financial Solutions. This role involves close collaboration with a dedicated and experienced team committed to driving exceptional issue resolutions and fostering long-term customer relationships.

Responsibilities:

• Team Leadership: Lead and manage the support team, providing guidance, training, and performance evaluations to ensure high-quality customer service. Conduct 1:1s to develop and grow team members.
• Customer Engagement: Regularly engage with customers to understand their needs, address their concerns, and build strong relationships.
• Support Operations: Oversee the support ticket process, ensuring timely and accurate resolution of customer issues. Using data, evaluate and improve support processes to balance workload and ensure consistent support.
• Training: Develop and implement a formalized training process for support staff, establishing clear guidelines and ensuring proper training to maintain consistent and accurate support.
• Quality Assurance: Monitor and evaluate the quality of support interactions, providing feedback and implementing improvements to enhance customer satisfaction.
• Technical Expertise: Provide technical support and guidance to the team, assisting with complex issues and ensuring effective problem-solving.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and shape future support initiatives.
• Billing and Renewals: Manage customer billing and renewals, ensuring accurate processing and addressing any related inquiries or issues.

Qualifications:

• Bachelor's degree in a related field or equivalent experience preferred.
• Proven experience (>5 years) in a support management role, preferably in a software company.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team.
• Technical proficiency and familiarity with support tools and systems.
• Strong organizational skills and attention to detail.
• Ability to work under pressure and manage multiple priorities.
• Experience with financial software and managing billing processes.
• Experience working with school districts or educational institutions.

Desired Qualities:

• Approachability and servant leadership.
• Curiosity and initiative.
• Strong communication abilities.
• Ability to empathize with customers and understand their use cases.

About Harris Computer:

Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!

• We empower our employees to make a difference
• We have an award-winning culture
• We offer opportunity to learn
• We are financially strong and we are owned by the largest software company in Canada (CSI)
• We have fun!

Follow us on social media to learn more about our company values, culture and initiatives!

• Instagram: ⁠@weareharris
• LinkedIn: ⁠Harris Computer