Sr. Manager, Technical Support at AbacusNext in San Diego, California

Job Description:

AbacusNext is a leading technology provider for legal, accounting, and compliance-focused professionals. We empower our customers to grow their businesses, better serve their clients, and operate at peak efficiency—all within a secure, cloud-enabled ecosystem.

Our product portfolio includes case and practice management, payment processing, private cloud hosting, and document automation solutions designed to make work easier for more than 1 million global users.

We are looking for a tech savvy Sr. Manager, Technical Support to join our Client Services team, helping us deliver a best-in-class experience for AbacusNext customers across the SMB, Enterprise, Publishers, and Partner spaces. A key member of our Client Services management team, this position reports directly to the Vice President, Client Services.

Location: This role is open to applicants nationwide in the US. Southern California applicants are highly preferred.

Job Duties and Responsibilities:

• Oversee technical support team supporting cloud servers and applications.


• Identify, hire, develop, and promote a top Tier team of Technical Support Engineers.


• Problem-solve issues related to servers, connectivity, networking, printers, applications, virtualization, security, and directory services. 


• Ensure a positive client experience and client satisfaction.


• Maintain and constantly improve operational processes and procedures, ensuring delivery of industry leading Technical Support.


• Work with TS leaders and across functions to define and implement cross-functional operational processes and procedures to meet and exceed customer needs


• Oversee and develop the documentation, knowledgebase, and best practice guides for technical support agents ranging from Tier 1 – Tier 3.  


• Communicate highly technical information to both technical and non-technical users. 


• Be a primary point of contact for escalations and retention activities involving challenging technical situations.  


• Provide prompt and accurate information to team members regarding accounts and services. 


• Project Manage cross-department projects, representing customer service operations.  


• Project Manage technical projects for Enterprise customer accounts with retention and customer satisfaction in mind. 


• Manage and maintain Zendesk workflows for agents.  


• Role will require to be escalation point of contact for 24/7 emergency on-call support   


• Ensure quality assurance on technical aspects of agent’s tickets for feedback and development.  


• Review and report data trends from ticketing system reporting problems and trends to executive team.  


• Manage day to day operations of the support team by reviewing performance with key metrics (accuracy, call-waiting time etc.). 


• Hire, coach, and provide training to personnel to maintain high customer service standards. 

Education and/or Certifications:

• CompTIA certification is required to be successful in this role.


• Network + and/or Six Sigma is strongly preferred.


• BA/BS Degree in Computer Science or technical discipline is preferred.

Experience Needed to Succeed:

• 7+ years’ minimum relevant technical experience.


• 3+ years managing a remote technical support team in in a fast-paced, enterprise, or SaaS technical support environment.


• 3+ years of experience in managing processes.


• Experience with Cloud applications at a level of managing implementations or supported Cloud applications at a Tier 3 or above level.


• Understand on-premise and off-premise Cloud applications with hands-on technical experience


• Extensive experience with Zendesk.


• Advanced technical knowledge in areas such as Windows Server, Network topologies, Active Directory, Group Policy, Office 365.


• Experience with virtualization technology including Microsoft Hyper-V and Microsoft Terminal Server 


• Working knowledge of Network Security technologies (SSL/TLS, VPNs, Firewall, IDS/IPS)

Skills Needed to Succeed:

• Strong process-driven mentality with excellent attention to detail 


• Excellent oral and written communication skills


• Experience using analytical skills including critical thinking, debugging, judgment, problem solving, troubleshooting, and use-case analysis.


• Ability to work in a fast-paced, demanding environment, with multiple and changing priorities while maintaining strong attention to detail.


• Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally.


• Strong work ethic with a sense of urgency


• Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously.

Benefits:

• Medical, Dental, Vision, and Life Insurance


• 401k


• Flexible PTO


• Sick Days

Employee Perks:

• Great culture and environment


• Social, Health, and Wellness Events


• Anniversary Gifts


• Birthday Time Off


• Employee Assistance Programs


• Employee discount program through TicketsAtWork


• 15% Off Gunnar Optik Eyeware


• Employee discount to 24 Hour Fitness


• Close proximity to UTC mall (La Jolla/Miramar) and 805/5


• Ocean Views, Game Room, Volleyball Court, Outdoor Zen Relaxation Area, BBQ & Patio Area, Cafeteria


• AbacusNext® is a smoke free workplace

Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.