SW Support Manager

SW Support Manager page is loaded## SW Support Manager locations:
US - Georgia - Atlanta Office time type:
Full time posted on:
Posted 30+ Days Agojob requisition :
R0000172

Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.

We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.

Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.
** Position Summary & Key Areas of Responsibility
** Software Support Engineers are responsible for responding to complex inquiries of a technical or functional nature which are predominantly routine. Typically supports both (technical/functional) platform and product issues. Handles problem resolutions that may require follow-up and/or escalation to a higher level of expertise. Contacts may be live (chat/critical), e-mail, slack, IM, live person or phone. Support is focused on external clients, with an emphasis on partnering with internal customers to assist/advise internal clients.

Requires general knowledge of company (DI/NCR), products, and/or services. May assess needs and suggest alternative configurations or services. Ability to work flexible hours as required during peak season.

The Software Support Engineer Lead is responsible for managing a team of Software Support Engineers to ensure that all technical tasks are completed on time and with quality. The Software Support Engineer Lead is the escalation point for the team, primary contact for all associated teams, and manages the day to day activities of the team.  This includes managing the performance of the team, creating plans for efficiency and growth, and tracking metrics at a team and individual level.

Participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future. Analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers).The Software Support Engineer Lead is responsible for managing a team of Software Support Engineers to ensure that all technical tasks are completed on time and with quality, being the escalation point for the team, primary contact for all associated teams, and manages the day to day activities of the team.  

This includes:
* managing the performance of the team, creating plans for efficiency and growth, and tracking metrics at a team and individual level.
* participating in research and analysis to determine the source of the issue and a recommended plan to avoid it in the future
* analysis of key customer service, new offerings and implementation issues and subsequent recommendations for modifications to the application, DPV interfaces, or internal procedures that will improve the client experience (end user, FI, and internal customers).
** Basic Qualifications
*** 2-3 years management experience
* Good verbal and written communication skills
* Computer skills:
Exhibits a high level of knowledge in the relevant operating system, and software environment
* Good hardware and software troubleshooting abilities
* Ability to multi-task
* Analytical skills: able to research, analyze and determine an appropriate course of action in a variety of situations, when supported by relevant knowledge base and/or higher tier help desk
* Organizational skills:
Demonstrates initiative, excellent problem-solving skills and the ability to prioritize
* Solves moderate problems exercising good judgment
* Modifies communication style to meet customer needs
** Preferred Qualifications
*** Consistently implement/supports 2 product lines / modules / products, or a mix of call types (example: platform/system and tax/business calls) with a moderate complexity level (depending on BU) to minimum expectation level
* High end skills set may enable other development opportunities within organization (examples: training…