Job Details

Join to apply for the (Remote) Manager, Support Services role at Harris Computer

A division of Harris, Aumentum is seeking a Support Services Manager. This role will lead a team of up to 10 people in our Support Department with the main goal of ensuring customers receive excellent technical software support. This remote role welcomes candidates anywhere in the US.

Responsibilities

• Improve processes: Define and implement ways to resolve customer issues quickly and effectively, aiming to keep customers happy and encourage them to recommend us.
• Work with other teams: Collaborate with colleagues across departments to deliver successful software, provide high-quality technical solutions, and boost overall customer satisfaction.
• Be a key contact: Serve as a main point of contact for customers and handle escalated issues, building strong relationships.
• Help grow our maintenance revenue each year.
• Proactively follow up with customers, communicate clearly, and manage issues to meet our agreements and keep customers satisfied.
• Set clear goals for your team, track their progress, and coach them to perform at their best.
• Focus on the value of customer relationships, including their willingness to be a reference, and find ways to increase revenue from existing customers.
• Regularly review and improve our processes to make them more efficient.
• Resolve customer service issues and help improve our overall service.
• Understand maintenance contract details and explain them to customers to help meet monthly revenue targets.
• Handle HR tasks within the Support Department.
• Travel occasionally for customer visits, user group meetings, customer conferences, or process improvement trips.
• Improve operations to reduce customer calls and fix software issues.
• Monitor department performance by tracking trends and statistics, then report these findings to senior management.
• Act as a manager-level contact for customer issue escalations.
• Monitor customer satisfaction.
• Help create and implement support initiatives, such as knowledge bases, technical guides, and documentation.
• Work closely with other departments (R&D, Sales, Professional Services, Client Management) to resolve customer and internal issues promptly.

Qualifications

• A Bachelor's Degree (preferred).
• 5-7 years of experience in customer support or a similar role.
• A proven history of building or leading diverse and effective teams.
• Previous experience in a management, supervisory, or leadership position.
• Strong analytical and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• The ability to work independently and lead a team, including remotely.
• The capacity to manage multiple teams and initiatives at once.
• Experience with ticket tracking software (e.g., Salesforce, TeamSupport, SupportDesk).
• Proficiency with Microsoft Office (Excel, Word, PowerPoint).
• Enthusiasm for being part of a dynamic company with opportunities and constant change.

Preferred / Nice to Have

• Knowledge of local and county government processes.
• Understanding of property valuation, assessment, and taxation.
• Proven experience in a customer support role, ideally in a similar environment.
• Experience managing remote teams.
• Experience with relational databases, especially SQL Server.

What We Can Offer

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Harris

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (CSI), Harris supports CSIs investment in utility, local government, school districts, public safety, and healthcare software. Harris focuses on proprietary software and market expertise to drive success.

About Aumentum

Aumentum Technologies provides industry-leading Property Tax and CAMA solutions for local government. Our team develops state-of-the-art software for government customers, serving jurisdictions nationwide with a focus on accuracy and service.

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