dcsimg

Career Story: Manager Of Customer Support For A Software And Services Provider

Manager Of Customer Support For A Software And Services Provider

Job Title: Manager, Premium Support Programs

Type of Company: My company is a large hardware/software/services corporation, providing services to our top customers.

Education: BS, Psychology, University of Amherst (MA) •• M.Ed., Education, Lesley College

Previous Experience: I started as a programmer for a small healthcare software company and moved to positions of increased responsibility in various software companies.

Job Tasks: I manage a team of individuals who provide both proactive and reactive services for many of our company's key customers. This is a value-added service which our customers purchase on top of their maintenance and support contracts for our software. In this role, I am responsible not just for all aspects of personnel management for my team, but also work closely with both them and their customers to ensure that our customers are satisfied with the service and support we supply them. One of our goals in working with our customers is "making our software stick"; i.e., ensuring that they are satisfied with our software, that implementation and production issues are addressed in a timely manner and that they see value and a return on their investment in our software products.

As far as describing a "typical day" goes: I'm not sure I have such a thing. When I interview candidates for my team, what I will tell them is that the good thing about the position is that every day is different, and that the bad thing about the position is that every day is different. A call from a customer, whether it is for a problem that they are experiencing (for example a software problem or a server outage) or a request for information, can change your entire day, since it may be necessary to re-order or re-prioritize the tasks that you've been working on. We are often in situations where we are in tight time frames to resolve an issue or accomplish a task and the workday can spill over into the evening, or a weekend, and can also result in a high degree of stress.

Best and Worst Parts of the Job: The best parts of the job are the variety from day to day, the flexibility in the job (I often work from home) and the feeling of accomplishment I derive from having helped an employee or resolved a customer issue.

The worst parts of the job are the stress and the fact that, since our software is considered by our customers to be "mission critical," there are times when the job extends beyond normal working hours.

Job Tips:
1. To do this type of work you need to be a good problem solver. Often what a customer doesn't tell you is as important as what he does.

2. Communication is key; you have to be able to listen, ask open-ended questions and ensure that you have followed up in writing.

3. When customers call, they're often frustrated, and you have to remember not to take it personally. All they want is for the software to work as expected, and when it doesn't you need to bear in mind that it affects their ability (or the ability of people around them) to do their jobs.

Popular Schools offering Information Technology Administration Management Programs

quickinfoThese schools offer particularly quick info upon request, and we have written detailed profiles for each (click school names to see the profiles).

Request info from multiple schools, by clicking the Request Info links.

Matching School Ads

Colorado State University-Global Campus

Colorado State University-Global Campus (CSU-Global) recently received state approval to enroll students with little to no prior college experience. To help ensure student success, the university has created a program especially for these students who plan on starting their college experience for the first time with us.

  • Programs: BS - Management Information Systems and Business Analytics, Master - Project Management, BS - Project Management, more...
  • Degrees: Bachelor, Master

Learning at Full Sail University has always centered around interaction and the exchange of ideas. Our online curriculum fully embraces this philosophy.

  • Programs: Web Design and Development, Bachelor of Science (Online)
  • Degrees: Bachelor
UEI College
Anaheim, Bakersfield, Chula Vista, El Monte, Encino, Fresno, Gardena, Ontario, Riverside, San Marcos, Stockton

At UEI College, we want you to succeed. We’re like a family and we want you to be a part of it.

  • Programs: Computer Systems Technician (8-Month Diploma Program)
  • Degrees: Diploma

Liberty University provides a world-class education with a solid Christian foundation, equipping men and women with the values, knowledge, and skills essential for success in every aspect of life.

  • Programs: BS in Business in Information Management Systems: Intelligence , MS in Marketing: Project Management, Undergraduate Certificate in Web Development
  • Degrees: Bachelor, Master, Certificate
Unitek College
Concord, Fremont, Sacramento, San Jose

Unitek College™ is a privately held vocational school dedicated to helping you gain the skills needed to advance your career or begin a brand new career. 

  • Programs: Information Technology
  • Degrees: Certificate

For over 35 years, Keiser University has provided student-centered, quality career education. Keiser University Online offers degree programs online to prepare students for in-demand professions.

  • Programs: Associate of Science in Information Technology
  • Degrees: Associate

Work toward your degree with University of Alabama at Birmingham.

  • Programs: Master of Science in Management Information Systems, Bachelor of Science in Information Systems
  • Degrees: Master, Bachelor
ABCO Technology
Los Angeles

ABCO Technology is an accredited computer training academy that offers diploma programs for individual students, professionals and companies to learn different areas of Information technology and seek gainful employment.

  • Programs: CompTIA IT Project+ , Project Management, PMP, more...
  • Degrees: Certificate
California College San Diego
National City, San Marcos

The Secret to Getting Ahead is Getting Started

  • Programs: Web Design and Development (BS)
  • Degrees: Bachelor

Earn your graduate degree online with Northcentral University.

  • Programs:
  • Degrees:
Matching School Ads

Additional Career Stories for Computer Systems Managers

The inside stories from people actually working in the field.
Click a story title to show the story, and click the title again to hide it.

All Types

You are visiting:

Find a school near you

What are Career Stories?

Career Stories are concise, real-world career overviews written by people relating their personal career experiences and wisdom. They provide invaluable insights and mentoring advice to students and career changers.

Most stories include:

  • a typical day or project
  • tips and advice
  • best and worst parts
  • educational background
  • previous experience

Browse hundreds of Career Stories

More Details On This Career

Please also see our detailed information about Computer Systems Managers, including:

SPEAK TO AN ADVISOR 1.844.285.6104