Careers

Software Support Manager

We are currently seeking a Software Support Manager to provide quality and efficient support to our customers through the daily management of team leads to include hiring, training, motivating, coaching, recognizing and rewarding, and problem solving.

Responsibilities:

  • - Provides ongoing guidance, training and coaching for team leads, either one-on-one or in a group setting.
  • - Reviews escalated support matters from team leads, ensuring full understanding of the issue, conducting research when necessary, and communication to the Developer or next level of management. Ensures additional training provided to support team as needed to prevent behavioral or uninformed issues.
  • - Monitors support tickets for the entire support team, including, but not limited to checking ticket counts, reviewing ticket system reports, feedback from team leads, watching for trends and use of matrix to determine success of processes and staff levels.
  • - Proactively communicates with customers who have exceeded initial 60 days of product use, obtaining feedback on customer experience and training.
  • - Coordinates with Transition Manager on customers within initial 60 days of implementation, providing support as needed.
  • - Provides regular direction and communication to team leads, including, but not limited to, providing documentation, policy and procedure, etc.
  • - Evaluates processes and procedures and provides suggestions to improve area operations.
  • - Provides statistical and performance feedback and coaching on a regular basis to each team lead. Conducts annual performance reviews with each team lead in collaboration with VP of Software Support.
  • - Responds to and resolves employee relations issues upon consultation with VP of Software Support and Human Resources.
  • - Addresses disciplinary and/or performance problems according to company policy.
  • - Uses appropriate judgement in upward communication regarding department or employee concerns.
  • - Fosters a positive and supportive work environment in line with Caliber Software’s culture and core values.

Requirements:

  • - At least (5) years in a customer service, support or call center environment
  • - At least (3) years in a leadership or managerial role
  • - Direct experience or knowledge of community association management (HOA) operations a plus.
  • - Basic accounting knowledge a plus.
  • - Exceptional written and verbal communication skills.
  • - Strong interpersonal and technical skills.

Benefits:

  • Health, dental and vision coverage
  • Short-term disability
  • 401(k) Plan
  • 10 days of Paid Time Off (PTO)
  • Paid company holidays

Caliber Software is an equal opportunity employer dedicated to a culture of diversity and inclusion. During all phases of the selection process, a reasonable accommodation may be requested by contacting Human Resources at (480) 699-3621.

Customer Support Representative

Caliber Software is a growing software company that is seeking a local (Mesa, AZ), full-time customer support representative.We have a relaxed and friendly teamwork environment. Providing excellent customer service is our number one objective and every employee plays a vital role.

The Customer Support Representative will interact on a daily basis with existing Caliber Software customers, assisting them with questions or problems, providing training, and following up on outstanding issues. The Support team works in a collaborative, fast paced and energetic environment. By providing exceptional service over the phone and through e-mail you will also help troubleshoot problems by attempting to reproduce them, documenting that process, and then communicating with the development team.

Responsibilities:

  • - Answer support calls/emails and work with clients to fully understand, troubleshoot, replicate and resolve issues
  • - Assist your team with the implementation of Caliber Software for both new and existing clients
  • - Help understand clients current work flow and identify areas of need
  • - Work with team members to identify, define, prioritize, test, and implement new system functionality
  • - Lead web-based training for both new and current Caliber clients
  • - Work closely with cross departmental teams to resolve issues in a timely manner

Requirements:

  • - Must be a good “people person”
  • - Excellent communication skills
  • - Customer Service experience
  • - Comfortable presenting to groups onsite or over the phone
  • - Microsoft Office skills required
  • - Accounting experience is a plus
  • - Direct experience within the HOA and/or rental industry is a plus

Benefits:

  • Competitive Salary
  • Health, Dental and Vision Insurance
  • 401(k)

Caliber Software is an equal opportunity employer dedicated to a culture of diversity and inclusion. During all phases of the selection process, a reasonable accommodation may be requested by contacting Human Resources at (480) 699-3621.