Technical Support Manager at Leepfrog Technologies, Inc. (Coralville, IA)

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 290 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, and student course search requirements.

The Technical Support Manager will manage a team of Support Specialists and Quality Assurance (QA) Specialists. QA Specialists test and review product implementations to ensure that they adhere to established standards. Support Specialists respond to client requests and inquiries on a daily basis and update each client’s custom software application(s) year after year. The Technical Support Manager’s primary goal is to sustain client retention through high client satisfaction. A combination of overall technologist, a passion for testing, and leadership skills is desired and will frequently garner the greatest rewards.

Duties

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• Maintain an in-depth working knowledge of Leepfrog software and how it can be configured, customized and implemented to meet client requirements. 
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• Develop deep understanding of client needs for their catalog and curriculum requirements.
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• Present/communicate company products and services in detail to clients and internal staff as needed.
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• Supervise and motivate a team of Support Specialists and QA Specialists through performance coaching and career planning.
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• Resolve employee issues and act as the employee advocate.
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• Participate in short and long term planning for assigned areas. Identify issues, provide input and make recommendations regarding Technical Support programs, tools, projects, products, processes, metrics, standards and customer satisfaction. 
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• Function as an expert on Leepfrog products to mentor and train new Support Specialists and QA Specialists. Including, but not limited to the following tasks: 
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  • Collect and interpret requests into individual tasks through our internal ticketing system; creating and updating tasks.
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  • Maintain client communication in a timely, organized and informed fashion.
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  • Maintain effective customer service relationship with clients.
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  • Identify training and development needs for direct employees.
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  • Act as a liaison between the client and internal departments by appropriately directing questions. Ensure follow-up with clients after answers have been determined.
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  • Ensure quality metrics are met. Execution of clean specifications of the software and ensuring on time deliverables.
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• Manage client escalations as needed.
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• Oversee the coordination of documentation. 
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• Oversee the coordination of troubleshooting and the resolution of technical problems.
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• Report Support and QA Team achievements and progress on a regular basis with the overall goal of the highest client satisfaction. 
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• Direct the process of rolling-out of new catalog editions for existing clients, and ensure the Support Team publishes updates as requested.
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• Work with other managers to ensure operational consistency.
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• Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management, and optimization.
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• Complete administrative duties that include, but are not limited to: timecard approval, scheduling, budget planning, candidate interviewing, and disciplinary counseling. 
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• Perform other related duties as assigned.
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Skills Required

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• Light JavaScript/HTML/SQL/CSS knowledge is required.
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• Excellent oral and written communication: clear, concise and professional. Able to communicate across a wide range of internal and external audiences with tact and diplomacy.
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• Strong client orientation: ability to understand client requests and translate them into configuration and customization options/plans.
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• Planning: an ability to think ahead, prioritize, and plan. Take initiative.
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• Problem-solve in a changing environment: analyze situations quickly and react appropriately by identifying who may help in various situations.
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• Teamwork: a demonstrated ability to work with a team and maintain internal communication.
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• Time Management: the ability to organize and manage multiple priorities.
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• Leadership: a demonstrated ability to lead people and get results through others; lead by example and foster mentoring relationships.
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• Knowledge of web browsers and general troubleshooting to identify browser specific issues.
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Qualifications

Bachelor’s degree and three years related management experience preferred; or equivalent combination of education and experience. Must have a good understanding of a “services business” in a high tech environment. Prior training or teaching experience, and experience in coaching and staff development are strongly preferred. The ideal candidate must be able to operate in an entrepreneurial, small company environment with the ability to adjust to client schedules.

Physical Requirements

Generally, the Technical Support Manager will spend long hours sitting and using office equipment and computers. Generally, this position is considered sedentary and will be faced with regular interruptions.

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