Cloud Technical Support Manager

About Net At Work

Cloud at Work, a sister company of Net at Work, provides expert services and solutions to unleash the power of our customers’ businesses. Cloud at Work is a Sage-accredited Strategic Hosting Provider as part of the #SagePartnerCloud. Designed, developed, and managed by the most experienced Sage team in North America, no one Knows Sage applications and cloud technology like we do. Cloud@Work is the ultimate Sage Cloud experience giving you the efficiency and financial benefits of SaaS, with the confidence that your business is running in a secure and stable environment. We deliver the most scalable technology and best user experience by seamlessly leveraging your trusted Sage business partner and our years of expertise in both Sage applications and cloud hosting technology.

About This Position

We are seeking a Senior Technical Manager to support Sage customers in their Cloud hosted environments via Cloud@Work. You will lead and manage a team of technical experts to ensure customers are optimizing their ERP applications on hosted platforms. In this role you will be responsible for ensuring best practices that contribute to the success of our clients Sage applications hosted in the cloud. You will work cross-functionally with the leadership team to ensure clients receive best in-class support. In addition, you will carry out projects as assigned by the management staff and lead by example to provide superior customer experience.

Job Responsibilities

• Manage client experience for system performance, stability and availability.
• Manage all incidents in regard to client applications and programs.
• Manage all technical troubleshooting and incident follow up actions.
• Oversee and appropriately manage all technical escalations.
• Manage engineering team to ensure client issues are resolved.
• Ensure cross-functional teams are driving appropriate actions to resolve any and all related issues.
• Collect information about problems and leads user through diagnostic procedures to determine source of issue/error.
• Recommends / performs actions to solve/correct customer problems and issues.
• Enhance service delivery, support and overall client experience.
• Collect and report upon information gathered from incidents, and interface with Sales and Consulting teams as appropriate.
• Provides updates, status and completion information to customers via phone or e-mail communication within stated time frames.
• Oversees Customer Support queue and ensures timely response to customer’s incoming inquiries. Ensure all customer communication employs correct and effective language and spelling abilities.
• Tracks all customer support issues and logs them in the customer support system.
  
  

Design and lead Quality Assurance function for Cloud at Work

• Define and execute the Quality Review process for all Cloud at work Customers and provide evidence of readiness for all client “go-live”.
• Acts as back up resource for Service Delivery to perform operational tasks as needed.
• Successfully anticipates, identifies, and resolves issues/concerns both internally and externally. Develops and presents solutions to appropriate parties. Professionally and proactively handles problems and/or conflict to resolution. Uses sound judgment regarding escalation of issues to client or company management.
• Meets time requirements for all assignments, with minimal reminders. Prioritizes work effectively and actively works to find more efficient ways to accomplish assignments and tasks.
• Takes extra steps to execute project assignments and work output with precision and quality. Uses company methodology and quality assurance standards where they exist.
  
  

Create and manage the Cloud Technical Support Playbook

• Define best practices to support Sage customers on Cloud@Work platform.
• Create processes, parameters and Standard Operating Procedures to optimize client experience and platform performance.
• Create rules of engagement and update ongoing policies and procedures to ensure best in class support experience.
• Develops and manages support Knowledge Database of common problems/solutions to supply as an ongoing customer support tool.
• Develops and manages customer support sections of company website.
  
  

Job Requirements

• Bachelor's degree in computer science, information technology, quality assurance, or equivalent, required.
• Must have 6-8 years of configuration, cloud infrastructure deployment and optimizing Sage applications.
• 3-4 years managing and mentoring staff.
• Sage X3 experience strongly preferred.
• Experience working in a client facing capacity.
• Hands on technical expertise to guide customers through successful implementation of projects.
• Exceptional communication and presentation skills. Ability to interface with customers on cross-functional work teams both in person and in writing.
• Successful track record of delivering on agreed upon business objectives and performance on key metrics.
• Working knowledge of Security, Network Management and Azure hosting.
• Proficient in Microsoft Office tools.
• Proven analytical and creative problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to Travel up to 20%
  
  

Compensation And Benefits

Base salary range: $125,000 to $150,000.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws. 

Benefits

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.
  
  

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The Company expects to accept applications for this position until July 15, 2024 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.

EOE/Diversity & Inclusion Statement

Cloud at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Cloud at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Cloud at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Cloud at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.