IT/Software Deployment Project Manager - Ideal Software Systems, Inc.

Who Is Ideal?

We don’t like to brag, but we’re kind of a big deal! Ideal is a progressive technology company with a legacy of providing quality integrated hardware and software systems and support to the amusement, family entertainment, and financial markets. Ideal is a people-driven, diverse company that has been a leader in innovation in business management software systems for over 38 years.  Ideal’s rapidly growing client base, aggressive product development path, and dynamic work environment provide an exciting opportunity for talented individuals looking for career growth and significant advancement opportunities.

If you enjoy arcades, bowling, water parks, and theme parks then this is where you come in.

Who Are We Looking For?

Ideal is looking for a passionate customer service advocate who can live and breathe our core values. We don’t just need a manager. We need a leader and mentor.  A mentor who teaches the team to be self-sufficient and lead by example. We need a leader who listens to the needs of the team and gives them the tools to accomplish tasks and projects to accomplish goals.  We’ll also need you to have a solid understanding of Windows OS, Networking and be comfortable in a call center phone support environment which includes online chats, or email. Project management plays a large part of this role when we onboard and install our products to new customers for the continued growth of our company. You will be in charge of making sure customers are taken care of before, during, and after the product is operating their business. Customers and Team members will rely on you to answer their questions, address their concerns, and help them with all our products and/or services. What does that mean for you? You’ll be the voice of the brand and it’s up to you to develop personalized and memorable experiences between our clients and their customers and employees.

What Are We Looking For in You?

• WOW Customers over the phone, online chat, or email
• Ability to multi-task and adapt to changes quickly
• Manage, plan and execute large and small installations around the world
• Enthusiasm and a great attitude with great customer service skills
• A problem solver with keen attention to detail 
• STRONG time management, organization, and decision-making skills
• A WORK Together approach with open communication, excellence in service, integrity, and accountability
• Knows how to address customer concerns creatively and share feedback with other teammates
• Build TRUST by working as a team member, as well as independently, with minimal supervision
• Demonstrate a STRONG customer service orientation and take responsibility to ensure customers are satisfied

 What You’ll Do:

• Manage a team of technical support/install specialists and priorities in a dynamic support environment

• Manage, plan, and oversee every installation ensuring processes are being followed, and deadlines are being met.

• Continued refining our processes to ensure top results and customer satisfaction

• Train and assist installers for continued success and customer satisfaction  

• Engage team members and customers to ensure the highest quality of service

• Build the best team by recruiting high-quality capable team members. 

• Schedule, delegate, and manage support/install staff

• Build our constantly growing knowledge base & training articles/videos for customers and team members 

• Maintain productive customer relationships

• Work with clients when escalation is needed to answer questions, resolve issues, troubleshoot problems, and research to find the causes of issues

• Keep track of projects and tickets with our issue tracking system

• Manage issues and tickets and exceed SLA goals

• Communicate with developers to assist customers with upgrades and issues

What Should You Expect From Us?

• A leadership team that hears your voice; we know that when we WORK Together we can accomplish so much more

• Access to some pretty cool tools and resources

• A feeling of accomplishment when you WOW Customers and employees

• Ongoing training designed to improve customer experience and business performance

• Fun team environment where we work hard to be the best team in the industry

Experience:

• customer service: 5 years (Preferred)

• Management / team leader experience: 5 years (Preferred)

• A+ Certification

• AA degree in a related field (Technical Call Center experience will be considered)

• Previous IT or network experience: 1 year (Preferred)

• Experience in Computer Science, Databases, IT, Networks or Business Information Systems

• Experience with Microsoft Word and Excel and Windows OS (old and current)

• SQL experience is preferred (not required)

But That’s Not All!

Here are a few more perks you’ll enjoy when you join the Ideal team:

• 401(k) with a match of 50% up to 6% of your contributions

• Dental Insurance

• Health Insurance

• Vision Insurance

• Paid Time Off

• Paid vacation and holidays

• Health and fitness center membership

This position is located at Ideal’s corporate headquarters in Meridian, MS. Applicants with previous experience will be given priority.