SWIVEL
Overview
SWIVEL is seeking a talented individual to serve as the manager of staff and activities relating to the Client Support Analyst Team. This role handles day-to-day monitoring of assigned staffing and personnel issues exercising discretion and independent judgment, with limited supervision. This position oversees internal and external client service support for their assigned group, including client relationship management; daily interaction with clients. This individual handles questions or problems, handles initial escalated issues with clients, and keeps upper management advised of progress through regular reporting.
Why You'll Love This Role This role is a great opportunity to utilize your customer/client service knowledge and skills in support of technology. You will be able to interact with clients by assisting them with their payment’s application needs and leading the Client Support Team. Your customer service skills will directly contribute toward SWIVEL’s Mission to provide excellent client service.
Essential Duties Include The Following
Manages staff and activities of their assigned Client Support Analyst Team. Monitors and verifies work; ensures training of employees is monitored and completed; providing coaching, counseling, and discipline; and resolving personnel related issues for their assigned Team.
Ensures quality support for all AutoPilot products and services. This includes Payments by SWIVEL (ECM), AutoPilot Portal and Connectors. Ensure audits, rules and regulations are met for SWIVEL and other supported products. Send communications to clients, as needed.
Provides initial, escalated support to Financial Institutions by working advanced or time sensitive issues in a professional and timely manner and assisting with questions and issues. Participates in Manager on call rotation for after hours and weekends.
Performs reporting and service level tracking, as assigned, to upper management. Ensures SLA objectives are met for client cases.
Minimum Qualifications
Associate degree in Computer Science or related field from a four-year accredited college or university.
Minimum of two (2) years of experience in SaaS support environment.
Two (2) years of supervisory experience.
Expert organizational and planning skills.
Expert multi-tasking skills.
Advanced collecting and analyzing data skills.
Strong problem resolution, analytical, and multi-tasking skills.
Developing negation skills.
Advanced managing priorities, deadlines, and problem-solving skills.
Advanced Microsoft Office skills, including Outlook, Word, and Excel.
Excellent verbal and written communication skills.
Able to work collaboratively and build relationships.
Able to analyze, organize and prioritize work.
Able to adapt.
Able to travel locally or nationally by car or plane.
Able to sit for long periods of time performing sedentary activities.
Able to stand, stoop, and kneel to file for long periods of time.
Benefits
Competitive overall compensation package
Work/Life balance
Employee engagement activities and recognition awards
Years of Service awards
Career enhancement and growth opportunities
Leadership Academy and Mentor Program
Continuing education and career certifications
Variety of healthcare coverage options
Traditional and Roth 401(k) retirement plans
Lucrative Wellness Program
Based upon employee eligibility
Additional Information SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law.
To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
Referrals increase your chances of interviewing at SWIVEL by 2x
Get notified about new Client Support Manager jobs in Grand Rapids, MI.
Grand Rapids, MI $75,000.00-$90,000.00 2 weeks ago
Grand Rapids, MI $75,000.00-$95,000.00 4 weeks ago
Grand Rapids Metropolitan Area 2 months ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Why You'll Love This Role This role is a great opportunity to utilize your customer/client service knowledge and skills in support of technology. You will be able to interact with clients by assisting them with their payment’s application needs and leading the Client Support Team. Your customer service skills will directly contribute toward SWIVEL’s Mission to provide excellent client service.
Essential Duties Include The Following
Manages staff and activities of their assigned Client Support Analyst Team. Monitors and verifies work; ensures training of employees is monitored and completed; providing coaching, counseling, and discipline; and resolving personnel related issues for their assigned Team.
Ensures quality support for all AutoPilot products and services. This includes Payments by SWIVEL (ECM), AutoPilot Portal and Connectors. Ensure audits, rules and regulations are met for SWIVEL and other supported products. Send communications to clients, as needed.
Provides initial, escalated support to Financial Institutions by working advanced or time sensitive issues in a professional and timely manner and assisting with questions and issues. Participates in Manager on call rotation for after hours and weekends.
Performs reporting and service level tracking, as assigned, to upper management. Ensures SLA objectives are met for client cases.
Minimum Qualifications
Associate degree in Computer Science or related field from a four-year accredited college or university.
Minimum of two (2) years of experience in SaaS support environment.
Two (2) years of supervisory experience.
Expert organizational and planning skills.
Expert multi-tasking skills.
Advanced collecting and analyzing data skills.
Strong problem resolution, analytical, and multi-tasking skills.
Developing negation skills.
Advanced managing priorities, deadlines, and problem-solving skills.
Advanced Microsoft Office skills, including Outlook, Word, and Excel.
Excellent verbal and written communication skills.
Able to work collaboratively and build relationships.
Able to analyze, organize and prioritize work.
Able to adapt.
Able to travel locally or nationally by car or plane.
Able to sit for long periods of time performing sedentary activities.
Able to stand, stoop, and kneel to file for long periods of time.
Benefits
Competitive overall compensation package
Work/Life balance
Employee engagement activities and recognition awards
Years of Service awards
Career enhancement and growth opportunities
Leadership Academy and Mentor Program
Continuing education and career certifications
Variety of healthcare coverage options
Traditional and Roth 401(k) retirement plans
Lucrative Wellness Program
Based upon employee eligibility
Additional Information SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law.
To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
Referrals increase your chances of interviewing at SWIVEL by 2x
Get notified about new Client Support Manager jobs in Grand Rapids, MI.
Grand Rapids, MI $75,000.00-$90,000.00 2 weeks ago
Grand Rapids, MI $75,000.00-$95,000.00 4 weeks ago
Grand Rapids Metropolitan Area 2 months ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr