Technical Support Manager - Ottawa, Canada - N-able

N-able

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Why N-able:

N-able is seeking a Technical Support Manager to join us on this exciting journey as we grow We have a people and partner-first culture at N-able, so we are elated to bring forth a new opportunity for like-minded Technical Support professionals.

N-able creates and sells powerful and affordable software to enable the digital evolution of various businesses. We believe that capable and confident people are key to driving results.

As we continue to grow our footprint throughout the world, we've created an amazing opportunity for a motivated individual to join our team.

What You'll Do:

Drive a solution/resultsfocused, high performing culture among the teams.
Manage the daily operations of the Contact Center including recruiting, training, mentoring, motivating, and managing a team of Support Engineers.
Monitor caseload and ensure adherence to Service and Experience Level Objectives.
Mentor direct reports, provide growth opportunities, and conduct performance reviews.
Monitor KPIs to measure team performance and drive process improvement.
Handle client escalations and resolution through all levels of an organization.
Assign and manage projects based on new product releases, callrelated issues, and/or training needs within the organization. Track projects and create documentation based on project successes.
Provide empathy and understanding of client issues and the impact on their business operations.
Establish effective processes and practices for knowledge sharing and communication.
Collaborate with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
Review departmental communication and processes, recommend improvements and drive efficiency.
Review Satisfaction Survey data and leverage feedback to coach direct reports and drive continuous improvement.

What You'll Bring:

57 years of technical experience with 2+ years at the management level
Both handson software support experience combined with strong management and communication skills.
Skilled at problemsolving, decision making, and negotiations.
Strong written and verbal communication skills.
Strong interpersonal skills; able to communicate at all levels of an organization.
Able to manage multiple projects simultaneously.
Proven ability to execute in a customerfocused environment and advocate for partners across a crossfunctional organization.
Demonstrate the ability to manage changing and multiple priorities.
Able to communicate verbally to technical and nontechnical audiences and at all levels of the organization as well as across the client base.
Work with Technical Support, Business, Development, Sales, and other internal teams to escalate and resolve issues.
Lead partner facing conversations to drive solutions cross functionally and help build partner loyalty.

Purple Perks:

What do we offer you?

Medical, dental and vision for employee, partner, and children
Generous PTO and observed holidays
2 Paid VoluNteer Days per year
Pension Plan with companycontribution
Employee Stock Purchase Program
Discounted gym access at several local facilities
FuNraising opportunities as part of our giving program
Nablite Learning custom learning experience as part of our investment in you
The Way We Work our hybrid working model based on trust and flexibility

About N-able:
At N-able, Inc

(NYSE:

NABL), we are a global software company that turns IT possibilities into capabilities.

That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs.

We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.

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