Support Manager - Toronto, Canada - Avenza

Avenza

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About Us:

Avenza is redefining how customers create and interact with maps and is having a lot of fun in the process.

Our Vision is to be the premier technology company for map creation, distribution and use. We are a growing team of software developers, QA Specialists and GIS experts that are passionate about our products.

We have been successful as a team for more than 20 years and we take pride in creating software that is used by thousands of professionals and millions of users all over the world.

Openness, collaboration and innovation are the cornerstones of our culture.

We are located only steps from the Davisville subway station. We offer a fun, exciting and flexible work environment. You will have the chance to interact with a global clientele from small businesses to large international organizations. If you thrive in a challenging environment, and are capable of multitasking and have a passion for all things spatial, join us

About the Role:

The Support Manager is responsible for overseeing all support activity of Avenza's desktop products and mobile platforms, and for direct management, mentorship and guidance to the support team in their roles.

Responsibilities:

Oversee and coordinate all support activities at Avenza Systems
Investigate and resolve customer software and data issues in GIS, networking and general IT fields in a highquality, efficient manner
Develop and maintain all customer facing documentation for all products (text and screenshots)
Ensure the support team investigates and resolves various software and datarelated problems in a highquality, timely manner
Participate in and coordinate product testing as well as help to track, verify and catalogue issues submitted via customers reports
Participate in and coordinate beta testing (internal and external) as well as help to track, verify and catalogue issues submitted via beta user reports
Maintain an internal knowledge base for support, to ensure common questions can be responded to in a consistent fashion
Be the Subject Matter Expert for defined areas that require such expertise
Assist QA staff in tracking and maintaining current development issues and buglists
Participate and contribute to design meetings relating to product development as required
Participate and contribute in desktop and mobile project meetings as required, providing feedback to the development team on common customer issues and enhancement requests. Relay information from project meetings in full to the support team so they keep abreast of development decisions and release timings.
Escalate critical customer issues to development teams or management as required
Lead daily and weekly team meetings
Lead the hiring of new technical support staff
Onboard new technical support staff, tracking progress against key milestones
Lead and provide feedback for support staff at the _end of probation_ and annual reviews, to ensure they develop and are successful in their roles
Complete regular checkins with team members to ensure they are meeting required standards and to address any performance issues
Define annual goals for support staff, and actively track progress
Maintain daily and weekly schedules for Support team to assign channel coverage accordingly
Perform Avenza product training for clients virtually and in person as needed
Manage and maintain the customer service platform
Zendesk (workflows, forms, documentation, service agreements, etc.)

Requirements:

Leadership and presentation skills
Good understanding of general geography, GIS and mapping science foundations of geodesy and related concepts and terminology
Completion of a minimum twoyear accredited cartographic or GIS educational program an asset
Experience with Zendesk (full suite and administrator side of things)
Experience with Google Suite
Experience with Jira and Confluence
Experience with HTML/CSS
Experience with SugarCRM an asset
General IT (Windows / Mac / Unix / Linux) and TCP/IP networking skills
Experience working with Adobe Creative Suite products, specifically Adobe Illustrator and Adobe Photoshop
Experience with Avenza MAPublisher, mobile mapping (Avenza Maps), Spatial Databases an asset
Familiarity with online data portals, WMS / WFS servers, online mapping (Google Maps, MapBox TileMill) an asset

Personal skills: