Application Support Manager

The Application Support Manager at Mitratech is responsible for leading a team to provide exceptional support for our Human Resource & Talent Management software. This includes ensuring swift resolution of customer issues, optimizing customer service operations, directly engaging with clients, and acting as their trusted advisor while managing escalated issues.

To be considered for the Application Support Manager role at Mitratech, candidates should have a Bachelor’s degree in Computer Science, Engineering, Business, or equivalent experience. Additionally, proven leadership in customer support and expertise in CRM tools like Salesforce or Zendesk are critical qualifications.

Mitratech emphasizes a customer-centric approach, where the Application Support Manager leads a team focused on resolving customer issues effectively and efficiently. This role involves fostering a high-performance culture, engaging directly with customers, and utilizing customer feedback to continuously improve service offerings.

At Mitratech, the environment is remote and collaborative, embracing diversity while promoting an entrepreneurial spirit. The Application Support Manager will work within a globally dispersed team that values individual excellence, professional development, and a commitment to great people practices.

Essential skills for an Application Support Manager at Mitratech include leadership ability to motivate and coach teams, strong communication skills for effective client interactions, problem-solving acumen to quickly resolve customer issues, and technical understanding to convey complex concepts to both technical and non-technical stakeholders.

When answering this, highlight your focus on inspiration and team development. Discuss how you motivate your team to prioritize customer satisfaction and share examples of successful coaching you've provided.

Explain your approach to customer escalation by focusing on empathy and quick resolution. Provide an example to illustrate your problem-solving abilities and how you communicate effectively with frustrated clients.

Talk about your familiarity with using KPIs to assess and enhance support processes. Share specific strategies you’ve implemented in the past that have resulted in quicker resolution times and improved customer satisfaction.

Emphasize the importance of creating a team culture centered around customer advocacy. Discuss methods you use, such as regular training sessions and sharing customer success stories to inspire your support team.

Provide a clear example where you collected and analyzed customer feedback, discussing how you translated those insights into specific service changes or enhancements that positively impacted customer satisfaction.

Demonstrate your proficiency with CRM tools like Salesforce or Zendesk, discussing how these platforms help you track customer inquiries and improve the support process. Share any metrics that showcase your success in using these tools.

Discuss common industry challenges, such as staying updated with technological advancements and maintaining team morale in remote settings. Offer suggestions on how you strategize to overcome these challenges.

Talk about the KPIs and performance metrics you believe are crucial for measuring success. Emphasize the importance of regular feedback and continual development for your team members.

This is an opportunity to discuss your approach to problem-solving when it comes to addressing customer pain points while still achieving team and organizational goals. Provide strategies that ensure both aspects are met effectively.

Convey your passion for customer success and how it drives you to improve processes and support implementations. Discuss the satisfaction you glean from resolving issues and positively impacting customers’ experiences.