AIMS Support & Services Manager
Location: Dublin

General Scope for the Role
We are looking for a high-energy and passionate individual to build and improve our growing Customer Support and Services team to serve our global customer base. You understand the value of nurturing customer relationships and you advocate the principle of a virtuous cycle of customer success and improved revenue performance. If you love working with customers and have thrived in a technical customer-facing role before, then we want to talk to you! The ideal candidate can combine hands-on L1/L2 support for the AIMS product with team leadership and strategic direction for Support & Services at Quest. This role will involve some travel.

• To provide and maintain strong, professional relationships with all AIMS customers and show empathy for the customers at all times
• Assist and coordinate your team to act as the first port of call for all types of requests from existing AIMS customers (product issues, service requests, queries, etc.)
• Coordinate application support activities for the AIMS product from Level 1 through to Level 3
• Actively manage all customer incidents from ticket creation through to resolution as per SLA
• Generate monthly reports, both internally and client-facing
• Serve as escalation point for any support issues as needed
• Manage stakeholders for key issues (customers and internal)
• Project manage the delivery of small service requests (<10 days)
• Lead and mentor support team members
• Support performance management measures across the organisation
• Maintain L3 support rota with Implementation and Development managers

• Respond to issues raised by clients through our ticketing system and resolve them if possible or follow them through to resolution
• Propose workarounds for product issues
• Demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues directly to the Level 3 teams
• Wow our customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion
• Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach
• Adjust your approach to all levels of customer experience. Teach and educate customers as needed
• Provide occasional out of hours support as needed

• Build monitoring system to track SLA adherence per customer
• Contribute to support planning worldwide to increase support coverage across all markets as needed
• Drive the setup of a support knowledge base to provide online support
• Drive root cause analysis of significant support issues
• Contribute actively to process improvements

• 3+ years application support experience, ideally with some leadership experience
• 5+ years experience in a customer-facing role
• Experience producing support metrics or similar
• Experience of working in a pressurised, target driven environment
• 3rd level qualification in IT or related field

• Be a confident and enthusiastic communicator, both verbal and written
• Excellent organisational and administrative skills
• Proven ability to carry out a leadership role within the team
• Ability to mentor support team members
• Strong working knowledge of industry-standard support systems
• Strong working knowledge of all MS-Office applications
• Good understanding of databases, SQL and Web-based technologies

• Dutch or German language skills