Assistant Support Manager at Leepfrog Technologies Inc in Coralville, Iowa

Job Description:

Leepfrog Technologies, Inc. provides its CourseLeaf software to more than 420 of the nation's most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, and student course search requirements.

The Assistant Support Manager will manage a team of Software Support Specialists to respond to and resolve client requests, inquiries, and perform necessary application updates within the stated Leepfrog SLA terms. The Assistant Support Manager's primary goal is to sustain client retention and satisfaction through quality technical support and customer service.

Duties
· Supervise, manage, and motivate a team of Software Support Specialists to meet Leepfrog support SLA terms through performance coaching, technical coaching, customer service coaching, and career planning.
· Coordinate and collaborate with other Assistant Support Managers and Support, Training and QA Manager to meet departmental goals.
· Develop strategies, processes, and tools to ensure high quality, accurate and complete responses and resolution to client needs within Leepfrog SLA terms.
· Serve as the primary point of contact for successful completion of client statements of work that are deemed not to require a client services manager, but which are multi-step and include internal Leepfrog hand-offs.
· Manage client escalations, including participating in short term regular meetings with clients to build confidence in Leepfrog solutions and Support Team.
· Participate in team planning and goal setting; including identifying issues, providing input, and make recommendations regarding support programs, tools, projects, products, processes, metrics, standards, and customer satisfaction.
· Maintain an in-depth working knowledge of Leepfrog software and how it can be configured, customized, and implemented to meet client requirements.
· Function as an expert on Leepfrog products to mentor and train new Software Support Specialists. Including, but not limited to expertise in the following:
o Collecting and interpreting requests then transforming them into individual tasks through our internal ticketing system; creating and updating tasks.
o Maintaining client communication in a timely, organized, and informed fashion.
o Maintain effective customer service relationships with clients.
o Identifying training and development needs for direct employees.
o Acting as a liaison between the client and internal departments by appropriately directing questions. Ensure follow-up with clients after answers are determined.
· Develop a deep understanding of client needs and campus timing for their catalog and curriculum requirements.
· Resolve employee issues and act as the employee advocate.
· Maintain a mindset of continuous improvement, in terms of keeping the Support Team aligned with the SLA, proactive steps the Support Team can take to serve client needs, the efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimization.
· Complete administrative duties that include, but are not limited to: time card approval, scheduling, performance appraisals, candidate interviewing/hiring, and disciplinary counseling.
Perform other related duties as assigned.

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