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iCIMS Manager, Tech/Customer Support in Denver, Colorado

Job Overview

Are you experienced in customer service? Do you love coaching and career pathing? We’re seeking a quality control advocate and impassioned people manager to join our Denver team as a Manager, Technical Support, where you’ll supervise the day-to-day operations of our technical support team. As an Manager, Technical Support, you’ll be responsible for listening to and reviewing customer cases, looking for red flags and identifying knowledge gaps and opportunities for additional training. You’ll need to be extremely proactive, ready to jump on a call at a moment’s notice if you even remotely think the customer experience has been compromised. We’re looking for someone who’s comfortable serving as both a leader and a mentor—someone who takes great satisfaction in helping mold others’ careers. If you’re a skilled relationship manager with a knack for resolving conflict, this could be a perfect fit!

About Us

Headquartered in Holmdel, NJ, iCIMS is a high-growth Software-as-a-Service (SaaS) company that was recently named #16 on Glassdoor’s 2019 Best Places to Work list. With multiple locations across the U.S. and around the globe, we are the industry’s #1 recruitment software provider, delivering technology that supports approximately 4,000 contracted customers. Dedicated to maintaining an inclusive, inspirational and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!

Responsibilities

• Monitor and coordinate the distribution of calls/tickets to ensure optimal performance and achievement of SLAs

• Serve as a point of escalation for customer and employee requests and concerns

• Evaluates individual and team performance regularly, providing reporting and recommendations to leadership

• Develop and drive improvement initiatives in line with organization and company goals and best practices

• Conduct regular one-on-one performance reviews, team meetings and coaching sessions as needed

• Coordinate staffing assignments, maintain and monitor staff schedules and attendance records

• Ensure the standards for call volume, answer times, quality are met and maintained by the TSEs via monitoring and tracking stats

• Ensure a fun, dynamic work environment & build merit-based culture which appeals to the top talent in the field

• Guide and coach individuals in ongoing career development goals

• Lead and coach the team structuring appropriate training and development and eliminating roadblocks to team performance

• Partner with Talent team on the acquisition and retention of people resources to fulfill team mission successfully. Owns the selection process

• Consistently ensure that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies

Qualifications

• BA/BS or equivalent in Technology, Business, Six Sigma or related field preferred

• Minimum of 5 years of technical/customer support experience

• Minimum of 2 years of experience in a staff leadership position

• Prior SaaS Customer Service leadership a plus

• Must have good working knowledge of Windows/Mac OS and its components

• Multi-task capable with strong time management skills

• Ability to be flexible in work schedule including nights

• Experience with system networking, TCP/IP and DNS

• Experience with HRIS, CRM and / or ATS is a plus

• Familiarity with Technology Customer Support reporting, KPIs and SLAs

• Advanced customer relations skills

• Excellent oral and written communication and interpersonal skills

• Must be able to work under pressure and adapt to change

• Resolution oriented, takes initiative independently

• Understanding of database theory and design are a plus, but not required

• Experience influencing and driving how users interact with knowledge content a plus

• Working knowledge of Knowledge Content System Management for internal and external customers a plus

• Familiarity of Knowledge-Centered Service (KCS SM) methodology preferred

EEO Statement

iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability status and will not be discriminated against on the basis of disability.

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