Global Support Manager, Virtual, United States

About Us

WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 80 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

Responsibilities:

• Supervises and coordinates activities of the Applications Support Analysts
• Manages team member schedules ensuring adequate shift coverage
• Coaches and mentors Application Support Analysts; assesses and records their performance to promote professional growth
• Train new team members on technical areas and support processes
• Performs spot check after-incident follow-ups with customers to ensure that customer inquiries are resolved to their satisfaction and within the defined timeframes
• Identifies, evaluates, and prioritizes customer requests and issues to ensure that inquiries are successfully resolved
• Acts as primary escalation point for customer concerns
• Assists in the development and documentation of process improvements as business conditions change
• Ensures that team members keep tickets current while following defined processes
• Work with internal departments to facilitate resolution of customer issues and to ensure that organizational processes are effective and efficient

Travel:

• 0-10%

Desired Skills:

• Knowledge of HR & Payroll policies, procedures and systems, i.e. ADP, Ceridian, Pro Business, etc.
• Familiarity with at least one report writer such as Crystal Reports, Cognos, Actuate, etc.
• Fluency in Spanish or Portuguese is highly desired but not required.
• Agile/Scrum knowledge and experience a strong plus

Requirements:

• Minimum of 2-3 years of technical supervisory experience; within an international/global environment preferred
• Minimum 3-5 of years of Product Service Desk experience; within an international/global environment preferred
• Bachelor’s Degree or higher desired; concentration in Computer Science or comparable field
•  Exceptional verbal, written, interpersonal, and organizational skills required
• Excellent organizational, problem-solving and analytical skills, with the ability to manage multiple priorities required
• Strong proven knowledge of Incident Lifecycle Management
• Experience with KPI measuring and reporting best practices
• Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer focused environment
• Ability to maintain confidentiality with information or items as required
• Certified in ITIL Foundations v3 or equivalent knowledge around IT Incident, Problem, and Change management preferred
  

Education:

• Bachelor’s Degree

Why You Should Join the WorkForce Team?

• Unlimited PTO
• Flexible Hours / Work from Home Policy
• 401k with Company Match
• Performance Bonus
• Career Development and Training – Be the CEO of your career!
  • Company paid LinkedIn Learning subscription.
• Diversity, Equity, and Inclusion Initiatives including committees such as:
  • Women for Inclusion
  • Age: Unity Beyond Years
  • Racial Equality/Discrimination
  • Mental and Physical Ability
  • WorkForce Pride Network
  • Global Perspectives
  • Band of Veterans
• Health and Wellness / Gym Reimbursement
• Full Comprehensive Health Benefit Package
• Parental Leave
• Community Outreach Programs and Charitable Support

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a diverse and inclusive company, WorkForce Software advocates for and promotes a diverse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our individual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities.

WorkForce Software is committed to the full inclusion of all qualified individuals. As part of this commitment, WorkForce Software will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our Talent Acquisition Department at careers@workforcesoftware.com, 1-833-987-3831.

WorkForce Software is an Equal Opportunity Employer.