Motive

Associate Manager – Technical Support Engineering

Motive

full-time

Posted on:

Location Type: Remote

Location: Pakistan

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Tech Stack

SFDCTableau

About the role

  • Provide day-to-day management for direct reports, ensuring they can be successful in assigned performance objectives.
  • Setting team goals in alignment with Technical Support objectives, and assisting direct reports in the definition and attainment of individual goals.
  • Advocating for customers and defining ways to contribute to the customer experience continually.
  • Key partner to product teams and development teams, collaborating with engineering to resolve core product issues.
  • Partner with the support operations and delivery teams to identify, monitor, and report trends.
  • Build, implement, and improve internal reporting and other processes to optimize team productivity.
  • Serve as the top-line escalation point for high-priority support cases, including overall triage and management.
  • Deliver strategic projects on a timely basis.
  • Report metrics and case management updates to the Technical Support Manager and Director.
  • Speak with customers, if needed, for escalated and urgent inquiries to minimize customer churn.
  • Provide a 360 loopback to Product and Engineering.
  • Create & Contribute to the knowledge base & documentation of the resources and processes.
  • Shared responsibility for Manager On-Call duties as part of a schedule with the other Technical Support Managers.
  • Proven ability to showcase change and impact on key org-level initiatives.
  • Learn quickly and adapt to Motive’s process and translate it into their own interactions with the team.

Requirements

  • Minimum 2-3 years of experience in a leadership role.
  • Excellent verbal and written communication skills and the ability to work effectively in a team environment.
  • Knowledge in the Motives product line.
  • Excellent presentation skills coupled with a strong leadership presence.
  • Communication is a core strength. Heavy focus on using data to articulate a story or an issue.
  • Excellent time management skills and a strong sense of urgency.
  • Initiative and desire to learn new skills/technologies and remain up-to-date with the latest trends; a real passion for solving technical problems.
  • Experience working with and improving Support ticketing systems, tools, and processes.
  • Flexibility to handle critical cases after hours as needed.
  • Ability to communicate complex ideas effectively verbally and in writing with both customers and internal stakeholders.
  • Preferred Skill Set: SFDC Reporting, Tableau, GSuite/MS Office, Data Analytics.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticssupport ticketing systemsSFDC reportingTableauGSuiteMS Office
Soft Skills
leadershipcommunicationtime managementpresentation skillsinitiativeadaptabilityteamworkcustomer advocacy