Field Support Manager - Remote or Raleigh (hybrid)

Company Overview Allbridge delivers property technology (PropTech) solutions that drive value for property owners in the multifamily and hospitality space to elevate the connected experience for residents and guests.
We currently serve more than 1 million rooms across North America and the Caribbean partnering with owners, developers, general contractors, and operators who benefit from Allbridge’s combined engineering and support expertise with a vision of an innovative end-user digital experience.
We are rapidly growing and seeking top talent to join our team.
If you want to work in a thriving industry that combines best-of-breed solutions with technology planning, engineering, installation, and support, Allbridge may be the company for you.
Made up of talented, dedicated, and energetic professionals, Allbridge offers significant career growth opportunities, and competitive compensation and benefits which are designed to inspire, reinforce, and reward a culture of empowerment, teamwork, and a healthy work-life balance.
Join us in transforming property technology into one seamless, connected experience! Job Summary Working with support from senior leadership, directly manage a remote team providing post-sale, technical product support and services to customers on voice related tech support requests to promote a productive and positive experience with customers to ensure high quality support services.
Coordinating field support engineers and technicians for required client and participate in methods to improve call quality and overall customer satisfaction and retention, including education and training programs.
Preference to have successful completion of a bachelor’s degree and seven years of relevant work experience working in an enterprise level, virtual technical support call center.
Has knowledge of the hospitality, multifamily, and call center industry and ability to demonstrate mastery of the practical, technical, and operational aspects in the field of VoIP and communication technology.
Lead a team to consistently deliver a high touch customer service experience, demonstrating excellent problem solving, leadership, and customer service skills.
This is an exempt role and is a member of the Technical Support, Voice Department reporting directly to the Vice President, Support with a work location of remote or Raleigh, NC.
Allbridge is currently operating under a hybrid work model, allowing colleagues the opportunity to connect with others in person and the flexibility to work remotely.
For some business groups and positions, job function requirements may require more time at the primary work location, while greater flexibility may be in place for others.
Essential Job Functions and Responsibilities Working with support from senior leadership, directly manage a remote team providing post-sale, technical product support and services to customers on voice related tech support requests and issues according to company protocol, setting expectations that customer accounts are accurately updated within the database based on call queue and volume.
In all cases, promote a productive and positive experience with customers to ensure high quality support services.
Lead the process of coordinating employee and contractor field support engineers and technicians for required client support – proactively and consistently monitoring issue resolution status setting expectations for timely delivery of upgrades, maintenance, and customer repairs and services.
Has authority to make recommendations, develop, and implement technical product support policies and procedures.
Remain open to and participate in methods to improve call quality and overall customer satisfaction and retention, including education and training programs.
Measure personal progress against the scorecard.
Oversee the team, and as needed, perform duties to ensure customer accounts are updated based on customer support cases, including but not limited to, Addendum/Cash Sale Agreement Process (includes editing service contracts to add line items for DIRECTV rate card programming), Channel Swaps and Lineups, Contract Copy Requests (Masters Folder/CRM/Tiger Paw), contract information requests (explaining specific clauses within the contract to the customer), rate increase information and changes, billing breakdowns, assisting with Headend transfers, GNPS certificate requests, manage customer care phone queues through Ignite, termination process, assumption process, tent card orders, room count reductions, television orders for under 20 panels, and Salesforce case management and follow up.
Lead a team, and as needed, prepare customer invoices and terminations according to company policy and standards and gaps are identified, contributing to improvement plan efforts.
Provide guidance and develop training programs to assist field support engineers and technicians in acquiring necessary expertise regarding product operation and maintenance processes.
Has authority to hire and directly manage others, effectively assessing performance of direct reports, clearly outlining required corrective actions, and setting expectations for accountability.
Drives an agenda to create an environment of employee empowerment, continuous improvement, and innovation, supporting initiatives to build cross functional business continuity, effectively embracing, and encouraging the unique perspectives, experiences, and contributions of a diverse team.
Demonstrate the ability to quickly become a subject matter expert in functional and management topics with limited knowledge or context, clarifying expectations and directing others to achieve key initiatives.
Establish consistently and ongoing process improvement, limiting confusion, delegating appropriately to others to deliver exceptional customer experience at every interaction.
Has authority to make recommendations in support of scalable business needs, remaining curious with an aptitude to research, implement, and adapt to innovative solutions.
Has authority to direct functional areas providing constructive feedback and coaching to support success.
Takes initiative to cross functionally build relationships to achieve business results.
Identifies and takes advantage of opportunities to accomplish multiple objectives, providing accurate and pertinent information to accomplish business goals.
Takes initiative to continuously build effective relationships with all stakeholders to build and sustain high performing teams, setting an example and providing guidelines for team members.
Looks for and creates situations that foster others’ development.
Accepts ownership and accountability of position responsibilities and consistently strives to deliver innovative results for internal teams and customers that establish trust, high standards, credibility, and quality performance.
Consistently integrates Albridge’s core values into their everyday habits by treating all customers, internal and external, professionally, honestly, and respectfully.
" Other miscellaneous duties as assigned.
Required Qualifications Preference to have successful completion of a bachelor’s degree from an accredited university (or international equivalent) in information technology, business administration, project management or another related field.
Preference, but not required to have seven years of relevant work experience working in an enterprise level, virtual technical support call center.
Knowledge of the hospitality, multifamily, and call center industry is a plus.
May have also accomplished or be working toward the SIP School Certified Associate (SSCA) program or related discipline demonstrating mastery of the practical, technical, and operational aspects in the field of VoIP and communication technology.
Demonstrated intermediate level PC skills with Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
Preference to have intermediate level NetSuite experience.
Required to consistently deliver a high touch customer service experience, demonstrating excellent problem solving, leadership, and customer service skills.
Must have a demonstrated ability to collaborate internally to effectively report on and resolve customer cases in a timely manner, and effectively coordinate resources.
Effectively respond to customer and team needs, identifying and correcting problems affecting employee loyalty and commitment, monitoring workloads, and expressing appreciation for extra effort.
Adapt to best meet the needs of the business to effectively determine when to act with empathy, provide guidance, delegate, and redirect the efforts of team members to resolve problems.
Demonstrate the ability to quickly become a subject matter expert in functional and management topics with limited knowledge or context, anticipating business needs and aligning project plans and actions with company priorities.
Understand business process, to set clear, well-defined desired outcomes for work activity and employee success, with an aptitude to measuring and delivering performance coaching and feedback.
Diagnose, and influence business challenges to lead others through ambiguity and complexity by establishing clarity and alignment between individual and team performance.
Demonstrate exceptional leadership and teamwork, building trust and reliability, aligning oneself and encourages others to align with company decisions and objectives.
Must possess excellent written and verbal communication skills, demonstrating efforts to remain self-aware to develop collaborative internal and external relationships with a customer service focus in the English language.
Demonstrates active listening, questioning, and effective non-verbal skills.
Must be able to accurately assesses the potential barriers and resources for change initiatives, effectively managing conflict, communicating evolving priorities, and proactively adjusting for difficulties.
Must have a demonstrated ability to operate with a high sense of urgency, professionalism, integrity, collaboration, and ethics.
Must be authorized to work in the United States without sponsorship.
Must be able and remain flexible to travel to various current and prospective customer, sales, and project locations - domestic and international, as needed.
Compensation / Benefits In addition to earnings and other incentives Allbridge offers a comprehensive package of benefits, based on eligibility, typically for regular, full-time positions, some of which include: Medical and Prescription options, Dental, and Vision Plans Health Saving and Flexible Spending accounts Short and Long-Term Disability insurance options Life and Accidental Death and Dismemberment insurance Plan options Supplemental Insurance Plan options 401(k) Profit-Sharing Retirement plan Paid Time Off: Unlimited after 60 days of employment Paid Holidays, per Employee Handbook Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Essential functions are those functions that the employee who holds the position or the candidate that desires the position must be able to perform unaided or with the assistance of a reasonable accommodation.
When possible, reasonable accommodations may be made for persons who are disabled under the law.
Reasonable accommodations are those accommodations which, as defined under applicable law, enable disabled individuals to perform the essential functions of their job title and to meet the employer’s expectations for the job title.
While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands/fingers to handle or feel and reach with hands and arms.
The employee is occasionally required to climb, balance; stoop, kneel, crouch, crawl, talk and hear.
The employee may occasionally lift and/or move up to 30 pounds.
Equal Opportunity Statement Allbridge is an Equal Opportunity Employer.
Allbridge does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, merit, and business need.