Manager Customer Support
Allvue Systems

About Allvue

We are Allvue Systems, the leading provider of software solutions for the Private Capital and Credit markets. Whether a client wants an end-to-end technology suite, or independently focused modules, Allvue helps eliminate the boundaries between systems, information, and people. We're looking for ambitious, smart, and creative individuals to join our team and help our clients achieve their goals. Working at Allvue Systems means working with pioneers in the fintech industry. Our efforts are powered by innovative thinking and a desire to build adaptable financial software solutions that help our clients achieve even more. With our common goals of growth and innovation, whether you're collaborating on a cutting-edge project or connecting over shared interests at an office happy hour, the passion is contagious. We want all of our team members to be open, accessible, curious and always learning. As a team, we take initiative, own outcomes, and have passion for what we do. With these pillars at the center of what we do, we strive for continuous improvement, excellent partnership and exceptional results. Come be a part of the team that's revolutionizing the alternative investment industry. Define your own future with Allvue Systems!

Job Summary

The Customer Support Manager role is responsible for overseeing a team of Application Support Engineers who provide phone and email support to customers requesting software assistance. The manager is responsible for establishing department objectives, team goals, and reviewing individual performance metrics to ensure that client inquiries are being handled in a timely manner with the highest level of service. The Support Manager will collaborate with various teams within Allvue as needed in order to ensure clients receive exceptional service.

Responsibilities

• Manage Application Support Engineers who provide support for clients via E-Mail and phone.
• Assist in the troubleshooting process and resolve issues, when possible.
• Perform tasks at the highest level of integrity.
• Prioritize product defects to be addressed by the Development team.
• Serve as an escalation point for Support Analysts.
• Responsible for reviewing and assigning work, as needed.
• Mentor and train Support Engineers on best practices.
• Develops ways to improve productivity, while at the same time ensuring highest level of support.
• Track and report Client Services' performance and workload to Managing Partners.
• Creates clearly documented policies and procedures for Customer Support Team.
• Maintain a high degree of organizational and time management skills, with attention to detail.
• Contribute to building a positive team.
• Perform Support Engineers' evaluations and provide feedback on strengths and areas for improvement.
• Responsibilities may require evening and weekend work in response to needs of the systems being supported. This position may be on call 24 x7 and is expected to provide support via cell phone and email.
• Perform other duties as assigned.

Requirements

• 4+ years of experience Managing Client Support Representatives (CSR), supporting and troubleshooting Financial software.
• Thorough knowledge of customer services procedures and operations.
• Excellent problem solving and analytical skills.
• Excellent verbal and written communication. Excellent interpersonal skills. Full professional proficiency in written/spoken English.
• Able to promptly answer support related email, phone calls and other electronic communications.
• Possess the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Experience working in a team-oriented, collaborative environment, with strong customer-service orientation.
• Self-motivated and detail-oriented, with the ability to multi-task and effectively prioritize and execute tasks in a high-pressure environment.
• Good interpersonal, organizational, communication, presentation and reporting skills are required.
• Investment Financial/Accounting applications and processing experience is preferred.
• A strong working knowledge and understanding of Investment Finance and associated principles is preferred.
• Knowledge of contact management systems, database software, internet software and Word Processing software is preferred.

Education/Certifications

• Bachelor's Degree in Finance, Accounting, Computer Engineering or other relevant field of study, or equivalent of education and experience.
• Skilled in the use of Microsoft applications
• Knowledge of Microsoft SQL and C#, experience with Technical Troubleshooting

What We Offer

• Health Coverage options along with other voluntary benefits
• Enterprise Udemy membership with access to thousands of personal and professional development
• courses
• 401K with Company match up to 4% or Employee Pension plan
• Competitive pay and year-end bonus potential
• Company sponsored Personal days to give you 2 half days a month to relax and recharge.
• Unlimited PTO
• Charitable Donation matching, along with Volunteer and Voting PTO
• Numerous team building activities to promote collaboration in a fun and fast-paced work environment

EEOC Statement

Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives - we don't just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace. It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. In addition, Allvue will provide reasonable accommodations for qualified individuals with disabilities.

This job has expired.