Manager, Technical Support

As the Manager, Technical Support at Cendyn, you will be a crucial part of the Global Customer Support team, reporting to the Associate Director of Global Support. Your role involves providing advanced diagnostic and solution skills to assist in high-complexity support functions for Cendyn products internationally, primarily catering to the hospitality industry. You will ensure availability and uptime by offering technical, non-technical, and functional assistance, training, and ongoing support to high-value clients. - **Accountability:** - Handle complex service delivery issues with Cendyn-specific software solutions. - Troubleshoot application issues and provide operational support for nightly processing of Cendyn applications. - Execute complex incremental customer requests to ensure customer satisfaction and drive new revenue. - Efficiently provide client support and technical assistance via email, online chat, and telephone. - Identify solutions for technical challenges and complete delivery tasks and projects for both external and internal customers. - **Excellence:** - Support customers with business and/or technical questions. - Test and troubleshoot Cendyn products and integrations. - Research and solve data- and software-related problems. - Develop and maintain strong SQL query and process analysis skills. - Ensure consistency and stability of Cendyn applications by maintaining standards/procedures for operating technical solutions. - Represent Customer Support and Operations functions at customer review meetings as needed. - **Collaboration:** - Distill complex topics into key talking points and communicate them to clients and co-workers using a consultative approach. - Communicate with customers, vendors, and other external contacts to ensure customer success. - Mentor Support team members to increase knowledge and understanding for more one-touch tickets and improved solution quality. - Liaise among internal and external customers and third-party partners for application design, modifications, and troubleshooting. - Work closely with escalation resources in other Cendyn teams to address issues directly or engage additional assistance when needed. - **Innovation:** - Serve as a subject matter expert in relevant product domains. - Contribute to process and product design and documentation. - Analyze complex business needs presented by internal and external customers and recommend delivery methods to meet those needs. - Conduct root cause analysis and provide actionable solutions to reported incidents using data analytics, business acumen, technical expertise, and sound judgment. - **Humanity:** - Manage recruitment, onboarding, performance, and coaching/mentoring of team members. - Encourage your team to provide exceptional service and strategy continually. - Contribute to peer-to-peer training related to application and operational topics. - Participate in interviews for new hires, consultants, or replacement personnel. Qualification Required: - Bachelors degree in computer science or related field, OR some college plus related experience. - Minimum of seven (7) years of experience within software development or IT. - Technical proficiency in Microsoft Windows operating system, web services, file management, and Remote Desktop. - User proficiency in Microsoft SQL Server, SQL query, data importing/exporting/manipulation. - Technical capabilities with hands-on experience in development, coding, or database work (Python, .NET, ASP.NET, and VB.net). - A+ Certification. - Technical capability to represent operational needs and capabilities to other areas including Operations, Product Management, R&D, Sales, and Marketing. - Keyboarding speed of 40-60 WPM.,