|Vision Government Solutions Inc a premier provider of property tax services and software technologies is seeking a strong support professional for its product IT services division Vision is a leading provider of stateoftheart technology and service solutions enabling local governments to operate with the highest possible efficiency We are a privatelyheld firm that is based in Northborough Massachusetts and wellpositioned for continued growth SUMMARY The Operations Director Customer Support Manager will lead our Providence RI office which includes software implementations and data conversions customer support and software development our massappraisal software customer support team in Northborough MA and our mass appraisal data entry team in Northborough MA Our goal is to provide high quality support to clients and ontime delivery of highquality products to generate a high level of customer satisfaction and generate continued growth within the company The right candidate will be able to manage people effectively driving high morale professionalism and efficiency The right candidate will also be able to organize operations plans effectively and manage the implementations of such plans effectively The right candidate will also be able to work in a fastpaced environment to handle difficult customer situations communicate effectively and solve problems independently Finally the right candidate will also have experience working in the software industry RESPONSIBILITIES Manage tasks working arrangements staff meeting training and development programs Develop customer service procedures policies and standards for organization andor department Work with finance to create performance metrics to analyze performance across various functions such as customer support and data entry Analyze statistics or other data to determine the level of customer service your organization is providing Provide accurate and creative solutions to user problems of moderate to difficult nature to ensure user productivity Enhance and develop quality support methods and communication skills through coaching feedback and other developmental approaches Assist in the resolution of user and support issues among company clients to ensure timely distribution of knowledge and positive impact on user satisfaction Research resolve and respond to questions received via telephone calls letters emails or in person in a timely manner in accordance with standards Escalate problems to appropriate individual based on established guidelines and procedures Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers Assist in training workshops Participate in team projects that enhance the quality or efficiency of help desk service Assist in the recruitment and hiring of the most qualified applicants to meet the needs of the front end Manage operational efficiency of software implementations and manage prioritized product map QUALIFICATIONS 10+ years experience managing a support team Experience managing developers and a product map Experience creating a system of performance metrics and driving the improvement of such performance metrics over time Experience implementing customer support software systems to drive efficiency Experience with recruiting strong employees and managing low performers Excellent customer service and interpersonal skills telephone etiquette Ability to implement customer service standards and guidelines as well as to help others interpret policy Excellent organizational skills Strong oral and written communications skills (technical and nontechnical) Demonstrated problemsolving skills Ability to maintain a high level of client trust and confidence in the grouprsquos knowledge of and concern for clientsrsquo needs Associates or Bachelorrsquos degree strongly preferred Solid experience with Oracle PLSQL and TSQL preferred|
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