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User Support Manager

Client Services | Germantown, MD | Full Time

Job Description


About Us:

SkillSmart is a growing technology company that is transforming the markets in which we work by creating tools and services to build strong communities and clear paths to economic success.  We are working on exciting and highly visible projects which include some of the most significant economic development and construction projects in the U.S with Fortune 500 clients, in addition to projects of great significance in communities across the nation.  We are seeking a highly-motivated candidate who can join us in working smarter, challenging the status quo and helping to make communities stronger.  

A typical day at SkillSmart is anything but typical – we have a flexible and open work environment where we can easily collaborate and support each other to create solutions for our clients. Everyone is engaging on projects that are having direct impact on our mission.  

We seek to attract talent that can work smarter as part of the team because we encourage you to take the time to live your passions in and out of the office.  There is nothing that “we’ve always done that way” because we are always seeking to improve what we do and how we do it.

Responsibilities:

SkillSmart is seeking an experienced and dynamic User Support Manager to join our growing team. You will have the opportunity work in a fast-paced environment that empowers critical thinking and collaboration across departments while owning our user support efforts as well as providing technical user support. This position is temporarily remote due to Covid-19, and it is likely that there will be some in office time required in the future.  

We are seeking a dynamic person who will be responsible for providing software user support to multiple products including phone and web based training, and also build our user support department, develop policies, procedures and best practices. Our ideal candidate will have a solid technical background, understand software product fundamentals, be able to capture user metrics, create user feedback surveys, and report findings. This role works closely with both the Product and Client Support teams. The position is responsible for improving the existing product support and help desk procedures. The ideal candidate will have a continual service improvement focus and must be able to provide measurements of key performance indicators and critical success factors. Post Covid-19 there is a possibility for some travel to client locations.

Qualifications/Skills:

  • 5-7 years software user support experience 
  • Experience with automated help desk ticketing system, Happy Fox preferable
  • Strong verbal and written communications skills
  • Demonstrated ability to work effectively as part of a team both in person and remotely
  • Flexible schedule to support users in various locations
  • Maintain the highest level of customer service
  • Ability to learn quickly, transition between tasks daily and work under tight deadlines 

Perks:

  • Competitive salary and bonus structures
  • Company paid Health, Vision, and Dental Benefits
  • Stock Options
  • 401K with Company Match
  • Unlimited PTO and Paid Family Leave
  • Company paid Life Insurance

The environmental factors and/or physical requirements of this position include the following: While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard. The employee frequently is required to be in one position for long periods of screen use, reach with hands and arms, talk and hear both in person and over devices.  The employee interacts in close spaces and frequently with other workers, vendors, and clients.  The position works in an office environment with artificial light and air.

At SkillSmart, your gender, your gods, your age, your skin color, or your sexual orientation don’t make a difference to us. If you’re smart and good at what you do, then come as you are.