Support Manager
Fourth Enterprises, LLC, United Kingdom
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 20, 2021
Last Date
Mar 20, 2021
Location(s)
Job Description
The New Tech for Restaurant and Hospitality
Fourth is the first global cloud-based intelligent back office platform in the restaurant and hospitality industries. We’re no ordinary software company! We pride ourselves on the culture we have created and work hard to ensure this is never compromised. This is a place where our people want to work; where they enjoy and develop in their roles; where our people pull together to work as a team and ultimately be a company we are all proud to be a part of.
By developing innovative products, building relationships with our customers and enabling great careers; we are focused on building lifetime loyalty with our customers and each other. The vast majority of us have worked within the industry; we believe we need to be passionate about and have experienced the industry in order to help our customers grow their businesses successfully.
When recruiting, we look for those who want to join our journey; those who want to be a part of our personality and culture; those who are professional; have energy, enthusiasm, and ambition, are entrepreneurial and those who can show they can live by our company values each day. Working at Fourth + HotSchedules provides an opportunity to build a successful career where our people develop and grow in a dynamic, fast paced environment.
Job Description:The Technical Support Manager will work alongside the other Support Managers as part of the overall Support team leadership group. They will be responsible for delivering world-class Technical Support for all Fourth’s SaaS solutions. They will report to the Director of Support and will oversee the day-to-day operations of overall product support. This role will manage Hotschedules and MacroMatix focused agents of a three tier support team. They will work closely with Customer Experience Managers to understand, isolate, and solve customer issues. This role will also interface, when required, with partners and 3rd party businesses.
Key Accountabilities amp; Responsibilities
· Responsible for ensuring the smooth day-to-day operations of a 24 hour, 7 days a week Support Desk as part of a management team covering day, evening, night and weekend shifts· Manage, motivate and develop your direct reports· Monitor and maintain agent productivity levels in accordance with targets and KPI’s· To ensure that all agents have the necessary skills and knowledge to fulfil their roles through consistent, regular 121’s, monitoring and training· Ensure excellent case management within team to safeguard levels of service and that all Service Level· Agreements (SLA’s) are met· Shared responsibility for the team schedule and ensuring there is enough cover for each shift· Provide monthly reports on Team KPIs, Performance, Health Checks amp; Incident Management· Ambassador for the Support Team with other departments· Majority of role will be based on UK evening work to support US solutions
Essential Job Qualities
· Customer focused, but with firm and proactive management style· An inquisitive and analytical mind who is service driven· The confidence and maturity to deal effectively with colleagues at all levels of the business· Flexible approach to work and problem solving· Excellent communication and customer service skills· Ability to explain complex technical issues to non-technical staff· Working knowledge of Incident and Problem frameworks such as ITIL v3· Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company· Excellent ability to manage multiple/competing high priorities and flexibility to adjust to changing requirements· Self-driven and resourceful to achieve goals independently as well as work well in groups· Willingness to work various shifts to support a 24/7 workplace
What’s in it for you?
· Recognition and rewards for your dedication and hard work· Clear routes to succeed and unrivalled support from management teams· Training through our ‘Fourth Training Academy’· Enrolment onto our pension scheme· Free fruit baskets· 25 days holiday + bank holidays with the option to buy an additional 3 days per year· Season ticket loans· Cycle to work schemes· Free on-site parking· Discounted gym membership· Discounts at various restaurants across Cheshire· Monthly wellness days massages, nails, haircuts etc· Christmas and Summer party every year· Wellness Weeks previous years have included mental health awareness, zumba and fitness classes, smoothie making and Yoga· A FREE day off for your birthday not taken from holiday allowance· Simply Health - a scheme which allows you to reclaim healthcare expensesWe are keen to support Charity work within the community and good causes, therefore should you wish to raise money you can claim a charity day in the year.
The Company also offers life assurance, company sick pay, child-care
Fourth is the first global cloud-based intelligent back office platform in the restaurant and hospitality industries. We’re no ordinary software company! We pride ourselves on the culture we have created and work hard to ensure this is never compromised. This is a place where our people want to work; where they enjoy and develop in their roles; where our people pull together to work as a team and ultimately be a company we are all proud to be a part of.
By developing innovative products, building relationships with our customers and enabling great careers; we are focused on building lifetime loyalty with our customers and each other. The vast majority of us have worked within the industry; we believe we need to be passionate about and have experienced the industry in order to help our customers grow their businesses successfully.
When recruiting, we look for those who want to join our journey; those who want to be a part of our personality and culture; those who are professional; have energy, enthusiasm, and ambition, are entrepreneurial and those who can show they can live by our company values each day. Working at Fourth + HotSchedules provides an opportunity to build a successful career where our people develop and grow in a dynamic, fast paced environment.
Job Description:The Technical Support Manager will work alongside the other Support Managers as part of the overall Support team leadership group. They will be responsible for delivering world-class Technical Support for all Fourth’s SaaS solutions. They will report to the Director of Support and will oversee the day-to-day operations of overall product support. This role will manage Hotschedules and MacroMatix focused agents of a three tier support team. They will work closely with Customer Experience Managers to understand, isolate, and solve customer issues. This role will also interface, when required, with partners and 3rd party businesses.
Key Accountabilities amp; Responsibilities
· Responsible for ensuring the smooth day-to-day operations of a 24 hour, 7 days a week Support Desk as part of a management team covering day, evening, night and weekend shifts· Manage, motivate and develop your direct reports· Monitor and maintain agent productivity levels in accordance with targets and KPI’s· To ensure that all agents have the necessary skills and knowledge to fulfil their roles through consistent, regular 121’s, monitoring and training· Ensure excellent case management within team to safeguard levels of service and that all Service Level· Agreements (SLA’s) are met· Shared responsibility for the team schedule and ensuring there is enough cover for each shift· Provide monthly reports on Team KPIs, Performance, Health Checks amp; Incident Management· Ambassador for the Support Team with other departments· Majority of role will be based on UK evening work to support US solutions
Essential Job Qualities
· Customer focused, but with firm and proactive management style· An inquisitive and analytical mind who is service driven· The confidence and maturity to deal effectively with colleagues at all levels of the business· Flexible approach to work and problem solving· Excellent communication and customer service skills· Ability to explain complex technical issues to non-technical staff· Working knowledge of Incident and Problem frameworks such as ITIL v3· Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company· Excellent ability to manage multiple/competing high priorities and flexibility to adjust to changing requirements· Self-driven and resourceful to achieve goals independently as well as work well in groups· Willingness to work various shifts to support a 24/7 workplace
What’s in it for you?
· Recognition and rewards for your dedication and hard work· Clear routes to succeed and unrivalled support from management teams· Training through our ‘Fourth Training Academy’· Enrolment onto our pension scheme· Free fruit baskets· 25 days holiday + bank holidays with the option to buy an additional 3 days per year· Season ticket loans· Cycle to work schemes· Free on-site parking· Discounted gym membership· Discounts at various restaurants across Cheshire· Monthly wellness days massages, nails, haircuts etc· Christmas and Summer party every year· Wellness Weeks previous years have included mental health awareness, zumba and fitness classes, smoothie making and Yoga· A FREE day off for your birthday not taken from holiday allowance· Simply Health - a scheme which allows you to reclaim healthcare expensesWe are keen to support Charity work within the community and good causes, therefore should you wish to raise money you can claim a charity day in the year.
The Company also offers life assurance, company sick pay, child-care
Job Specification
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