Technical Support Manager

SoftPro is the nation's leading provider of real estate closing and title insurance software. A division of Fidelity National Financial (NYSE: FNF), SoftPro’s technology solutions are used in thousands of law firms and title companies throughout the country and are an essential part of residential and commercial Real Estate transactions. SoftPro’s Headquarters is in Raleigh, North Carolina.

SoftPro offers comprehensive health benefit offerings (medical, dental, vision, disability, etc), 401k and Employee Stock Purchase Plans with company matching, as well as generous paid vacation time and paid parental leave. We have positions that are eligible to be 100% remote. Employees who live near our Raleigh, NC Headquarters can choose to work a hybrid (office/home) schedule.

SoftPro has received national recognition for our excellent customer service and products and we were recently recognized as a 2024 Best Places to Work by the Triangle Business Journal! SoftPro has won this prestigious award 12 times since 2012!

What are we looking for?

SoftPro is seeking a Technical Support Manager to join our Agency Support Team. This position is located in our Raleigh, NC office and will work a hybrid schedule.

What will I do as a Technical Support Manager at SoftPro?

The Technical Support Manager position is a critical position in SoftPro. The key function of this role is to ensure a constant and consistently high level of customer satisfaction. Meeting this will require this role to manage support team personnel and lead team efficiency with a high sense of urgency and a positive attitude, within a constantly changing environment, being able to translate department needs and analyst progress, and performing as a positive example to the Support Team and the rest of the Company. Specifically:

General Duties

• Monitor daily/weekly call stats to ensure the team is operating at its highest efficiency. and customers are receiving prompt response from the Support team members.
• Monitor/maintain the production of all Support Team Members.
• Orientate new Technical Support Analysts
• Maintain a positive work environment to boost morale among the Support Team members.
• Communicate concerns, problems, opportunities, personnel-related issues and critical customer issues to the VP/Support
• Assist the VP/Support with annual Performance Appraisal process.
• Received escalated issues unable to be resolved by Supervisory/Lead team members
• Work on detailed projects as assigned.
  
  
  

Support Calls

• Train and mentor analyst on customer service best practices and skills.
• Enforce Standard Operating Procedures as dictated by department, and the company.
• Act as a coach and mentor to the Support Analysts and Senior Support Analysts.
• Work with VP/Support on any personnel or call volume situations
• Develop new strategies and best practices for receiving and resolving support calls.
• Promptly follow through on unresolved problems/issues until they are resolved to the customer’s satisfaction.
• Handle difficult customer situations when needed.
• Escalate information as needed to other teams (i.e. R&D, Documents, SoftPro 360 etc.)
  
  
  

What skills do I need to be a successful Technical Support Manager at SoftPro?

Technical Skills

• Strong problem-solving, troubleshooting, analysis and testing skills including:
• Windows Server 2012 and later
• SQL Server 2014 and later
• Writing/using queries
• DB administration
• Performance troubleshooting
• SQL Tools such as Profiler, SSIS, and SQL Server Agent
• Desktop Operating Systems (Win8 or later)
• Terminal server technologies
• Modern Microsoft Office Suites including Office 365
• Server/Client/Network connectivity/troubleshooting
• Experience with remote desktop control solutions (WebEx, Go To Assist, etc.)
• Windows logging tools and experience reading and filtering Event Viewer logs
• Experience and/or support knowledge of LAN/WAN devices and network technologies
• Experience with Microsoft Azure
  
  

Experience

• Passionate about providing excellent Customer Support
• Strong experience with Support Center Management
• People Management experience
• Project Management experience
• Ability to motivate a team and encourage them to seek out process improvements.
• Ability to multitask, prioritize the critical few and delegate work appropriately.
• Strong verbal and written communication skills.
• Bachelor’s degree or equivalent Experience
  
  
  

Join us and live our Core Values

Deliver AMAZING Customer Service, Be an AWESOME Teammate, Adopt a Sense of Urgency, Innovate to be Efficient, Produce Quality Work, Take Initiative, Go the Extra Mile.

EQUAL OPPORTUNITY POLICY

FNF, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.