Job Description Summary: The Product Support Manager is responsible for overseeing all support activities related to Avivatech’s products and solutions. This includes managing and developing a team of Level 1, Level 2, and Level 3 support resources to ensure high-quality customer service and technical support. The manager will coordinate software support and implementation services, schedule installations, and collaborate with department leaders and customers to plan and execute installation projects. By leveraging customer feedback and the DevOps process, the manager will document defects, recommend improvements, and drive enhancements in product quality and functionality. Additionally, the role provides sales and technical support to internal staff and reseller partners, ensuring seamless delivery and optimal customer experience. |
Job Duties and Tasks: 1. Customer Support Oversight - Manage and develop a team of Level 1, Level 2, and Level 3 support staff to deliver high-quality customer service for all cash and check software products.
- Ensure support personnel receive proper training and follow established support processes and procedures.
- Oversee incident management, ensuring timely resolution and progress toward closure.
- Track and report monthly metrics summarizing support calls and installations.
2. Product Installation & Training - Design and implement efficient installation plans and checklists for software products.
- Coordinate logistics with vendors and internal teams for hardware and solution components required at customer sites.
- Ensure all administrative processes are followed for installation documentation, problem reporting, and billing.
- Deliver comprehensive end-user training to help customers maximize the benefits of Avivatech solutions.
3. Internal Technical Support - Share insights into customer issues and requests to drive improvements in product reliability and functionality.
- Collaborate with developers and QA teams to troubleshoot and resolve technical problems.
- Provide hardware operational knowledge to assist in the design of new product features.
4. Technical Sales Support - Deliver technical product training to sales teams and channel partners.
- Act as a subject matter expert during sales engagements, supporting the sales organization with technical expertise.
- Present technical demonstrations and presentations to prospective customers as needed.
5. Team Management & Development - Conduct and document bi-weekly one-on-one meetings with direct reports, using the provided template.
- Develop and implement career development plans for employees, supporting growth that benefits both the company and the individual.
- Perform mid-year performance reviews, set priorities for the second half of the year, and provide progress reports on career objectives.
- Complete annual performance reviews, document yearly highlights, identify areas for development, and establish goals for the upcoming year.
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Required Skills and Qualifications - Bachelor’s degree in a relevant field such as Business Administration, Information Technology, Engineering, or equivalent professional experience.
- 5 years of experience in software support or technical troubleshooting.
- Proven experience managing technical support teams, including Level 1–3 resources.
- Ability to design, implement, and optimize support processes and workflows.
- Experience with incident management, escalation procedures, and service-level agreements (SLAs).
- Skilled in tracking and reporting support metrics, analyzing trends, and driving continuous improvement.
- Demonstrated ability to coach, mentor, and develop support staff.
- Experience coordinating cross-functional collaboration between support, development, QA, and sales teams.
- Strong organizational skills for managing multiple projects, priorities, and urgent support tickets.
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Personal Skills and Competencies: - Demonstrates initiative and strong self-management, with excellent verbal, written, and interpersonal communication skills.
- Builds effective relationships with customers, sales teams, vendors, and all levels of management.
- Possesses a broad IT background, including expertise in Windows operating systems, networking, device protocols, and security policies.
- Excels at technical troubleshooting, using structured approaches and diagnostic tools to isolate and resolve complex hardware and software issues.
- Applies critical thinking to analyze and solve multifaceted problems.
- Manages multiple projects simultaneously, efficiently allocating resources and tracking progress on urgent support tickets and ongoing initiatives.
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The above is not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor is it intended to be an exhaustive list of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. |
