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Product Support Manager in New York, NY at Vaco

Date Posted: 12/4/2018

Job Snapshot

Job Description

Product Support Team Manager
Manhattan, New York
Full Time, Direct Hire

Vaco Technology is looking for a Product Support Team Manager who has a passion for leading teams providing best-in-class support and has an affinity for working with data, SQL, and external clients. You will be the primary point of escalation for issues and focus on improving support processes.

What You'll Do:

  • Ensure support team is providing best-in-class support
  • Develop standard operating procedures for the support team
  • Constantly evaluate needs of clients and adjust team processes accordingly
  • Investigate complicated data discrepancies using SQL
  • Correct data discrepancies
  • Act as liaison between the support team and all other internal teams
  • Train and on-board new support specialist hires
  • Determine what improvements can be made to Product and/or QA process in order to provide clients with the highest quality data
Skills You'll Need:

  • Bachelor's degree in Computer Science, Information Systems, or Engineering
  • 4 - 6 years' experience with data analysis/QA and customer/product support
  • Experience mentoring, training, and leading teams of support personnel
  • Proficient in SQL - extensive use throughout career
  • Experience with financial market data. Solid understanding of Options preferred.
  • General knowledge of software development methodologies, design, and implementation
  • Special attention to detail
  • Curiosity to investigate and dig into potential data issues
  • Experience with ticketing systems (JIRA, HelpSpot, Zendesk, etc.)
  • Experience with project management software (JIRA, Trello, etc.)