Product Support Manager - HawkSoft

Product Support Manager

Company and Position Description:

HawkSoft, Inc., a Top 100 Workplace in Oregon for 10 years in a row is a leading provider of technology solutions to the insurance sales agent marketplace. We currently have an opportunity for an energetic Product Support Manager to maintain and expand upon our industry leading product support process. This role will oversee a team of Product Support Representatives to ensure the continuation of HawkSoft's culture of building and maintaining lasting relationships with our customers.

The ideal candidate will be an enthusiastic team player willing to check ego at the door and find the opportunities in each day's challenge. Top of the line team leadership skills coupled with a passion for Product Support/success are paramount for success in this position at HawkSoft. This is an exceptional opportunity for someone who is forward thinking, understands the power of technology, analytics and reporting, and has a passion to grow with an organization.

This is a fully remote position.

Duties and Responsibilities:

• Recruit and retain exceptional Product Support professionals.
• Identify new training, documentation and best practices initiatives and opportunities.
• Develop and maintain a Quality Assurance program based on company Core Values and Product Support best practices.
• Coach and Mentor Product Support staff to ensure adherence to all Quality Assurance standards.
• Provide ongoing review of Product Support requirements by maintaining contact with customers, evaluating processes, establishing and communicating service metrics.
• Research and remain current on trends in the areas of Product Support, development, product best practices.
• Conduct needs analysis on Product Support and implement changes as needed.
• Ensure best practices for delivery and implementation of training and development products and services.
• Provide leadership, mentoring and motivation to a geographically distributed team of 20 + members
• Evaluate performance of individual Customer Service Representatives and Customer Service Team Leads and provides opportunities for self-evaluation, peer review and cross training.
• Foster an environment of cooperation and open communication that creates a space for creative problem solving.
• Cultivate a team environment that supports and grows the company culture through our core values and continuous improvement.
• Develop mentors among senior members of the team to assist in developing junior team members
• Monitor demand for Product Support and allocates resources and tools accordingly through the use of work force management, call center staffing tools.
• Identifies opportunities, creates business cases and hires and develops staff and programs to capitalize on those opportunities.
• Conduct research projects on software and systems to more efficiently achieve project goals.
• Research and presents at team/department meetings on emerging technologies and techniques in the field.

Knowledge, Skills and Abilities:

• Proficiency in call center workforce management scheduling, forecasting and needs assessment.
• Excellent oral and written communication skills.
• Proficient presentation and training skills
• Strong organizational, project-management, analytical and problem-solving skills.
• Proficiency with Microsoft Office products
• Awareness and basic understanding of software applications specific to job function including HawkSoft CMS, Teleconference & Support, etc.
• Ability to mentor and provide constructive feedback and follow-up to team member

Education and Experience:

• 3+ years of supervisory experience
• A Bachelor's degree in Accounting, Business or a related field is preferred
• A High School Diploma or equivalent is required
• 3 + years of Product Support experience
• Insurance Industry experience is a plus
• 2+ years working with the HawkSoft Client Management System a plus