Customer Support Manager Professional North Andover, MA

In office position working Monday-Friday 8:00am-5:00pm EST.

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Customer Support Manager to join our growing team. As a Customer Support Manager, you will be responsible for providing excellent service, coaching, training, mentoring, motivating, and managing the support team. You will manage escalations, identifying root causes, and implement improved processes to avoid repeat issues. In addition, you will establish, communicate, and utilize key performance indicators to drive improved customer satisfaction and an excellent support experience.

• Monitoring attendance, shifts, breaks, training, and quality checks to ensure superior staff quality.
• Dynamically balance the available support staff to address phone and email queues for quick responses to customer issues.
• Ensure team adherence to company policies and procedures and carry out our performance reviews.
• Create and deliver standardized reporting of performance and quality metrics for both internal and external consumption.
• Act as first line of contact to development and IT during emergencies to ensure efficient resolution for our clients.
• Assist with planning and project management of changes to the support center operation and environment.

On the job.

• 5+ years of experience working with ticket systems and handling escalations.
• 3+ years of management experience in a customer service ticketing system atmosphere.
• College Degree preferred.
• Experience troubleshooting and training customers on software products preferred.
• Web browser and web server experience preferred.
• Ability to thrive and collaborate in a fast-paced environment.
• Strong problem solving and organizational skills.
• Excellent written and verbal communication.
• Proficient in MS Office products.

We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:

• Medical, dental, vision, life insurance, and a health savings account
• 401(k) with up to 6% matching
• Professional development and training
• Promotion from within
• Reynolds offers a hybrid work schedule, based on position eligibility. Following completion of your training period, eligible associates may work-from-home up to two days per week.
• Paid vacation and sick days
• Eight paid holidays
• Referral bonuses

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.