Technical Support Manager - Job Description
We’re HCSS. We’re a software company based in Sugar Land, TX and we provide innovative solutions for the construction industry that helps streamline their operations. Our mission at HCSS is to help customers dramatically improve their business through our innovative, high-quality software and exceptionally helpful service, while providing a great life for our employees. With this mission at the forefront of everything we do, we’re recognized as a pioneer and leader in our market and nominated the “Best Companies to Work for in Texas” 15 years in a row. WHO WE NEED: Our team is looking for a Technical Support Manager with 2+ years of support leadership experience who multiplies our customer-centric culture and understands how our department falls into our company's mission, vision, and values—and how that translates into the work we do.
You're a leader of leaders. You have the business acumen to coach others, and you manage performance when it's needed. WHAT YOU’LL DO:
- Stay connected to the department health by ensuring we uphold a World-Class 24/7 technical support experience for our customers, partners and stakeholders.
- Analyze data to uncover trends and gaps to maximize Support impact, minimize customer effort and provide continuous improvement and innovation to the department.
- Understand, prepare and act on all product releases within your vertical; ensuring proper knowledge distribution and managing all communication and impact to customers and stakeholders.
- Align with organizational and departmental initiatives to create, implement and execute successful objectives, impacting all levels of the organization and overcoming any obstacles preventing success.
- Within your product vertical, coach and mentor all members of your team including analysts and leadership to drive high performance and professional growth.
- Actively identify, interview and hire new team members at all levels based on the department needs and your identified manpower requirements.
- Serve as the first point of contact for all support or product needs specific to your vertical; communicating all necessary information to the proper stakeholders
BENEFITS & PERKS:Part of our mission statement is to provide a great life for our employees. We believe that happy employees make for a better company, so we take care of them. Here are a few of the perks we offer:
- Flexibility for you to work in-office or hybrid.
- Medical and Dental Premiums.
- On-site amenities including covered basketball court, soccer field, 200-meter track, etc.
- Dog-friendly campus.
- 401K with match.
- Tuition reimbursement.
- And more!
