Job Summary:
The Platform Solution Manager is responsible for overseeing the customer support team, ensuring timely resolution of stakeholder issues, and providing adequate solutions for all stakeholders. This role also involves managing system integrations, updates, and related processes, as well as monitoring trends, identifying areas for improvement, and managing training documents and FAQs to ensure the stability, integrity, and efficient operation of the in-house information systems.
Key Responsibilities:
Team Management:
- Lead, mentor, and manage the customer support team
- Develop and implement strategies to improve team productivity and service quality.
- Coordinate and prioritize the team's workload to ensure timely and effective support.
Stakeholder Management:
- Oversee the resolution of stakeholder issues and provide escalation support for unresolved issues.
- Ensure that support requests are handled efficiently, effectively, and within established service level agreements (SLAs).
- Engage with stakeholders to understand their needs and provide effective solutions.
Zendesk Management:
- Manage and optimize the Zendesk setup to ensure it meets the needs of the support team and stakeholders.
- Customize Zendesk workflows, automations, and reporting to enhance efficiency and user experience.
- Stay updated with Zendesk features and best practices to continuously improve the platform's utilization.
Trend Monitoring and Improvement:
- Monitor trends and performance metrics to identify areas for improvement.
- Analyze support data to identify recurring issues and develop strategies to mitigate them.
- Implement continuous improvement initiatives to enhance service delivery.
Training and Documentation:
- Develop, implement, and maintain standard operating procedures for system support and integration processes.
- Manage and maintain comprehensive training documents and FAQs for the support team and end-users.
- Ensure all documentation is up-to-date and easily accessible.
- Conduct regular training sessions to keep the support team informed about new systems, updates, and best practices.
System Integrations and Updates:
- Manage and monitor all system integrations to ensure seamless operation across different platforms.
- Oversee the planning, testing, and implementation of system updates and upgrades.
- Lead or participate in IT projects related to system integrations, updates, and process improvements.
- System Management: Hubspot, Canvas LMS, Zoom, Other
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- At least 5-7 years of experience in IT support or a related role, with at least 3 years in a supervisory or managerial position.
- Excellent leadership, communication, and interpersonal skills.
- Strong problem-solving abilities and a customer-oriented approach.
- Experience managing system integrations and updates.
- Project management skills and experience with relevant methodologies (e.g., Agile).
All interested candidates must complete our Culture Index Survey to be considered for this role.
https://surveys.cultureindex.com/s/H65Y13ZG2l/69423
