Flexera Software, Inc.
Team Lead Technical Support
Flexera Software, Inc., Cheshire, Connecticut, us, 06410
Flexera saves customers billions of dollars in wasted technology spend. A pioneer in Hybrid ITAM and FinOps, Flexera provides award-winning, data-oriented SaaS solutions for technology value optimization (TVO), enabling IT, finance, procurement and cloud teams to gain deep insights into cost optimization, compliance and risks for each business service. Flexera One solutions are built on a set of definitive customer, supplier and industry data, powered by our Technology Intelligence Platform, that enables organizations to visualize their Enterprise Technology Blueprint in hybrid environments—from on-premises to SaaS to containers to cloud.
We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com.
Job OverviewTo lead a team of Support Engineers based from the Cheshire office.
Responsibilities:
Manage a team of 2-10 Technical Support Engineers
Provide guidance, coaching and direction to team members on daily tasks
Assist in setting clear high-quality performance goals based on business outcomes
Complete performance review processes every 6 months for each team member
Handle personnel scheduling, issues and complaints
Review and implement Action Plans based on Glint feedback
Ensure appropriate support coverage during normal business hours
Ensure customer commitments are met
Handle customer escalations and work with the appropriate departments to resolve issues
Handle Sales escalations to ensure prospects and current customer commitments are met
Identify improvements in processes and products
Conduct monthly case reviews to identify potential improvement areas
Conduct monthly defect reviews to identify potential product improvements
Monitor and identify improvements with Support infrastructure (CRM, KB, support tools, etc)
Provide monthly reports to Management
Required Experience & Skills:
Minimum of 1 year proven experience working in a service oriented environment as a Technical Support Lead or similar position
Strong customer orientation, dedication and able to derive facts quickly and accurately
Strong communication and interpersonal skills (individual works well individually and as part of team)
Fluent in verbal and written English
Ability to manage multiple tasks in an environment where priorities may change frequently
Enjoys problem solving and approaches problems analytically and methodically
Ability to manage a team of 2-10 Technical Support Engineers
Desired:
Understanding of Flexera products
Familiarity with developer software tools
Good Windows administration skills
Salesforce Experience
#LI-JP2
Equal Opportunity EmployerFlexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.
Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.
We encourage candidates requiring accommodations to please let us know by emailing
careers@flexera.com .
#J-18808-Ljbffr
We’re transforming the software industry. We’re Flexera. With more than 50,000 customers across the world, we’re achieving that goal. But we know we can’t do any of that without our team. Ready to help us re-imagine the industry during a time of substantial growth and ambitious plans? Come and see why we’re consistently recognized by Gartner, Forrester and IDC as a category leader in the marketplace. Learn more at flexera.com.
Job OverviewTo lead a team of Support Engineers based from the Cheshire office.
Responsibilities:
Manage a team of 2-10 Technical Support Engineers
Provide guidance, coaching and direction to team members on daily tasks
Assist in setting clear high-quality performance goals based on business outcomes
Complete performance review processes every 6 months for each team member
Handle personnel scheduling, issues and complaints
Review and implement Action Plans based on Glint feedback
Ensure appropriate support coverage during normal business hours
Ensure customer commitments are met
Handle customer escalations and work with the appropriate departments to resolve issues
Handle Sales escalations to ensure prospects and current customer commitments are met
Identify improvements in processes and products
Conduct monthly case reviews to identify potential improvement areas
Conduct monthly defect reviews to identify potential product improvements
Monitor and identify improvements with Support infrastructure (CRM, KB, support tools, etc)
Provide monthly reports to Management
Required Experience & Skills:
Minimum of 1 year proven experience working in a service oriented environment as a Technical Support Lead or similar position
Strong customer orientation, dedication and able to derive facts quickly and accurately
Strong communication and interpersonal skills (individual works well individually and as part of team)
Fluent in verbal and written English
Ability to manage multiple tasks in an environment where priorities may change frequently
Enjoys problem solving and approaches problems analytically and methodically
Ability to manage a team of 2-10 Technical Support Engineers
Desired:
Understanding of Flexera products
Familiarity with developer software tools
Good Windows administration skills
Salesforce Experience
#LI-JP2
Equal Opportunity EmployerFlexera is proud to be an equal opportunity employer. Qualified applicants will be considered for open roles regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by local/national laws, policies and/or regulations.
Flexera understands the value that results from employing a diverse, equitable, and inclusive workforce. We recognize that equity necessitates acknowledging past exclusion and that inclusion requires intentional effort. Our DEI (Diversity, Equity, and Inclusion) council is the driving force behind our commitment to championing policies and practices that foster a welcoming environment for all.
We encourage candidates requiring accommodations to please let us know by emailing
careers@flexera.com .
#J-18808-Ljbffr