Address
Form of workAlternate Locations10585 N Meridian St. Third Floor, Indianapolis, Indiana 46290
2031 Nelson Miller Pkwy, Louisville, Kentucky 40223
Work At Home Address, Any city, Kentucky
Work At Home Address, Any city, Indiana
Full-time/Part-timeFull-time
Job Description
Job Overview:
Bastian Solutions is currently seeking a highly skilled and customer-focused individual to join our team as a Software Support Manager of Hotline Support. This role is at the forefront of delivering exceptional technical support to our global customer base. If you are a dedicated problem solver with a passion for ensuring the smooth operation of production environments, this position offers an exciting opportunity to lead and make a significant impact. Our team remotely supports production environments all around the globe to resolve issues and minimize the impact to production.
The Software Support Manager of Hotline Support will lead a team responsible for providing customer-facing support, addressing technical issues, and ensuring a high level of customer satisfaction. Your strong communication and customer service skills will be crucial in this role. Our support team remotely manages production environments worldwide. You will oversee the team's efforts to resolve issues promptly, minimize downtime, and mitigate the impact on production operations. It is imperative that you have exceptional experience growing teams and individuals to drive exceptional customer service
Job Functions:
- Manage and lead a team of Software Support specialists, including hiring, training, coaching, and performance evaluations.
- Set clear goals and expectations for the team and ensure they are aligned with company objectives.
- Foster a positive and collaborative team culture, promoting motivation and professional growth among team members.
- Oversee the resolution of escalated customer issues and complex technical problems, ensuring timely and effective solutions.
- Act as a point of contact for demanding customers, maintaining professionalism and empathy in all
- Monitor customer feedback and satisfaction to identify areas for improvement and implement corrective actions.
- Possess a strong understanding of the company's software products and services.
- Utilize technical knowledge, including familiarity with SQL and database structures, to assist team members in troubleshooting and resolving issues.
- Stay updated on industry trends, emerging technologies, and best practices related to Software Support.
- Develop and maintain support documentation, knowledge base resources, and standard operating procedures.
- Manage escalations from support specialists, ensuring they are handled effectively and within established procedures.
- Collaborate with other departments, such as development or quality assurance, to resolve complex technical issues and provide feedback for product improvement.
- Maintain clear and proactive communication with customers, updating them on issue status, resolutions, and any necessary follow-up actions.
- Develop and maintain communication channels, such as hotlines or chat platforms, to facilitate customer interactions.
- Maintain detailed records of support requests, resolutions, and customer interactions.
- Generate reports and analysis to track support team performance, customer trends, and areas requiring attention.
- Provide ongoing training and development opportunities for support team members to enhance their technical skills and customer service capabilities.
- Foster a culture of continuous learning and improvement within the team.
- Evaluate and select support tools and software that enhance the team's productivity and effectiveness.
- Manage vendor relationships, contracts, and service agreements related to support tools and resources.
- Develop and manage the support department budget, ensuring cost-effective operations and resource allocation.
- Develop and maintain disaster recovery plans and incident response procedures to minimize downtime and data loss in critical situations.
Superior Performance Objectives
- Conduct and lead customer facing QBR meetings to drive satisfaction and grow relationships.
- Identify inefficiencies or bottlenecks in the support process and implement process improvements to enhance efficiency and effectiveness.
- Set performance metrics, key performance indicators (KPIs), and service level agreements (SLAs) for the support team.
- Regularly monitor and analyze team performance against established metrics and take corrective actions when necessary.
Travel Requirements:
- 15% overnight travel (Travel expenses paid by Bastian Solutions)
Preferred Skills and Required Qualifications :
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- Demonstrated history in roles encompassing software Support Management in a Hotline environment.
- Proficiency in C# and familiarity with other programming language
- Proficient with bug tracking systems, version control tools, and the ability to write and understand advanced SQL queries. Experience with support tool development is a distinct advantage.
- Comprehensive knowledge of the software development lifecycle with a focus on strategizing and implementing support processes and tools.
- Proven experience in leading and mentoring diverse, cross-functional teams towards collective goals.
- Ability to communicate effectively with both technical teams and non-technical stakeholders, ensuring alignment and clarity at all levels.
- Demonstrated capability to navigate high-pressure situations, making informed and timely decisions.
- Outstanding customer service skills with a commitment to maintaining positivity and professionalism in challenging situations.
- Must be eligible to work in the USA long term without sponsorship.
To learn more about us, click the following link - https://www.youtube.com/watch?v=_wJsktTkF50
About Bastian Solutions:
Bastian Solutions, a Toyota Advanced Logistics company, is an independent material handling and robotics system integrator providing automated solutions for distribution, manufacturing, and order fulfillment centers around the world. Our team specializes in consulting, system design, project management, maintenance, and installation, while sourcing the best equipment and automation technology. We take great pride in providing exceptional service and flexibility to our customers.
In addition to exciting work at a growing company, we offer the following benefits:
- Health, Dental, and Vision Insurance
- 401(k) Retirement Plan with a company match
- Vacation/Holiday Pay
- Tuition Reimbursement
- Flexible Work Schedules
- Volunteer Work
- Professional Associations, Conferences and Subscriptions
- Company Meetings & Events
Bastian Solutions does not work outside recruiting agencies. No solicitation phone calls please.
FLSAExempt
