Technical Support Operations Manager
VitalSource
full-time
Posted on:
Location: Illinois, Massachusetts, North Carolina, Tennessee • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudSQLTableau
About the role
- Oversee and optimize support platforms (e.g., Zendesk, Jira, Salesforce) to improve efficiency
- Implement and maintain automation, integrations, and self-service solutions to enhance support effectiveness
- Ensure documentation and workflows are up to date to streamline support processes
- Monitor system performance and identify opportunities to enhance system usability and effectiveness
- Develop and maintain dashboards and reports to track support performance, agent efficiency, and customer experience metrics
- Analyze trends in ticket volume, resolution times, and common issues to drive operational improvements
- Provide leadership with actionable recommendations based on data insights to optimize the customer support experience
- Work closely with product and engineering teams to escalate and track recurring technical issues
- Partner with support leadership to identify training needs and improve agent performance
- Collaborate with UX and product teams to enhance customer interactions and self-service options
- Monitor and assist with triaging internal communication channels (e.g., Slack, Help channels)
- Work closely with Support leadership and vendor relationship managers to implement system updates, resolve platform issues, and improve integrations
- Provide Support Manager with vendor performance evaluation based on data and metrics
- Mentor and assist Customer Support agents handling complex issues; facilitate onboarding and adoption of new tools and workflows
- Communicate and document Product updates, feature launches, and known issues to enhance agent preparedness
- Identify opportunities for process optimization and implement system improvements
- Establish best practices for system usage, workflow automation, and change management
- Drive initiatives to improve support accessibility, knowledge sharing, and overall system efficiency
- Extended hours may be required to meet critical deadlines or support essential business operations
- Other duties as assigned
Requirements
- 5+ years of experience in technical support operations, customer experience, or systems management
- Associate degree in relevant field or equivalent experience required
- Certifications in Zendesk, Salesforce, or similar systems strongly preferred
- Experience in SaaS, cloud-based technologies, or IT support operations preferred
- Proficiency with support ticketing systems (e.g. Zendesk, Salesforce Service Cloud, Jira)
- Strong knowledge of support ticketing platforms, reporting tools, and automation technologies
- Proficiency in data analysis tools (Excel, SQL, BI platforms like Looker or Tableau)
- Experience with workflow automation and AI-driven support tools
- Familiarity with APIs, CRM platforms, and knowledge management systems
- Strong technical aptitude for troubleshooting and optimizing support workflows
- Knowledge of quality assurance processes and performance analytics for support teams
- Ability to analyze and improve customer support processes
- Excellent problem-solving and project management skills (preferred)
- Ability to translate data insights into actionable recommendations (preferred)
- Strong collaboration and communication skills for working cross-functionally (preferred)
- Ability to adapt to changing priorities and business needs (preferred)
- Access to a quiet, private workspace and ability to work within ET timezones
- Ability to read, write, speak, hear, see, think critically, communicate effectively, concentrate, and learn