Manager, Support Services
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Responsibilities:
- Manage incoming support cases as needed and instructed by the Director, Support Services
- Assist in administering and supervising elevated support issues
- Assist in administering and supervising training of Support Analysts
- Perform customer technical support by working directly with customers
- Analyze customer and application problems including the debugging of code and systems
- Assist the Implementations and Support teams with various technical issues
- Author technical documents on common issues and solutions in order to build BlackLine's knowledge base
- Develop technical expertise in product functionality and use that expertise to effectively help customers
- Some off-hours support and on-call responsibility is required
- Perform other duties as assigned
- Practice good supervisory skills:
- Create a productive environment
- Define tasks with clear objectives
- Through effective communication, resolve issues, conflicts, and help build team morale
- Demonstrate integrity, trustworthiness, and good judgment
Qualifications:
- Experience working with Microsoft SQL databases and network security issues
- Clear understanding of the Windows Operating System
- Strong customer service skills
- Bachelor's degree preferred
- Previous supervisory experience
- Be a motivated self-starter
- Knowledgeable in accounting principles
- Embrace challenges and be a problem solver
- Ability to work well as a member of a team
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