Job Directory Manager, Technical Support

Manager, Technical Support
Kirkland, WA

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Job Description

What you'll be doing...

The Manager, Technical Support is responsible to ensure support is provided in a timely, customer- oriented, and comprehensive manner. Promote a support culture that goes above and beyond what the customer expects and ensuring that every Tableau customer support contact is positive. Manage service level agreements and customer satisfaction levels. Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service. Provide leadership and motivation by establishing clear expectations and coaching employees to achieve Tableau's support goals. Plan and manage the team's schedules and their professional and technical development. Communicate specific performance feedback through regularly scheduled one-on-one meetings with each team member. Conduct timely and thorough performance reviews.

Some of the things you'll be doing include...

* Ensure customer service excellence and guaranteed response times by actively monitoring support emails/tickets and ensuring all tickets are resolved in a timely and comprehensive manner.
* Review support tickets for accuracy and to look for any trends that might indicate product problems or customer confusion.
* Track and identify frequently occurring, high impact support issues as candidates for permanent resolution.
* Track bug and feature requests status to stay on top of the hot issues.
* Keep abreast of product plans and schedule training's/briefings for support team members.
* Coach team members to provide customer-centric support that solves the problem, taking into account customer preferences.
* Coach team members to guide customers toward self-serve support options in a service- oriented manner.
* Actively manage the support schedule and work assignments.
* Ensure each team member is actively contributing to the improvement of online services by setting expectations and contribution goals.
* Continually assess team skills and knowledge, and usefulness of available resources and support tools and actively work with the Training and Systems Managers to address gaps.
* Identify training topics and schedule continuing education.
* Continuously provide opportunities for team members to actively develop marketable skills
* Work with Training Manager to ensure new hire and ongoing training is comprehensive and effective.
* Maintain biweekly one-on-one meeting schedule with each direct report to provide performance feedback, coaching, goal setting, and to discuss potential projects and training needs.
* Serve as first level escalation from support team members and pursue each escalation as an opportunity to turn the customer around and into a fan.
* Leadership and management of the Technical Support team including resource management, hiring, mentorship, and performance management.

Who you are...

* Leader . 2+ years of supervisory/people management experience in a software Technical Support department
* Experienced . 2+ years of experience in a software product/technical support department or 5 years of related, direct customer contact experience. Prefers a background in Business Intelligence.
* Educated . Four-year Computer Science degree or deep, relevant work experience. Fluency in Spanish or Portuguese is desired for this role.
* A True Team Player . Team player who demonstrates positive, constructive interpersonal skills.
* Communicator . Excellent written and verbal communication skills; and problem solving skills.
* Organized . You have an uncanny ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure. Your organizational skills are impeccable.
* Service Minded . You deliver customer support like you expect to receive it; with excellence.
* Technically Savvy . You don't shy away from opportunities to get into technology and utilizing your Java application server (network and systems) experience.
* Passion and Conviction . You have the ability to inspire passion in others.
* You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world.

Tableau Software is an Equal Opportunity Employer.

Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. Our culture is casual and high-energy. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world!

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