Patra Corp
Full Time
US only

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The Application Support team processes helpdesk tickets specifically related to our web application software products, serving both internal and external customers. The Application Support Manager oversees the daily operations of the Application Support team, ensuring the highest possible customer service quality. This position also acts as a liaison between the Application Support team, the rest of the Engineering team, and our customers. This is a work from home position.

Core Duties:

* Ensure high quality customer service
* Ensure timely ticket resolution
* Supervise daily operations and workload
* Monitor accuracy and speed of team
* Ensure adherence to policies, procedures and priorities
* Escalate tickets as needed
* Coordinate with department heads, users and other stakeholders to solicit cooperation and resolve issues
* Assist with complex or important tickets
* Train, set goals, mentor/coach, give reviews
* Coordinate with IT and HR departments on user setups
* Coordinate with Engineering Product Owners
* Assist with process and workflow creation/updating
* Maintain high level of product knowledge of our web software applications
* Other duties as assigned

Minimum Requirements:

* 3+ years supervisory/manager experience
* Associate degree or higher

Knowledge, Skills and Abilities:

* Self-directing with ability to resolve problems independently
* Very detail-oriented and well organized
* Excellent computer/internet skills
* Excellent written and verbal communication skills
* Ability to multi-task and manage priorities in a fast-paced environment
* Customer centric and process oriented
* Effective personnel management skills
* Ability to learn quickly
* Conscious of data security
* Proficient in Microsoft Outlook, Excel and Word
* Prior helpdesk or software support experience a plus but not required
* Prior experience supervising/managing a remote team a plus but not required