Support Assistant Manager

Support Assistant Manager

Company Summary

LCPtracker Inc. is a cloud-based software (SaaS) provider specializing in labor compliance for public works construction projects. Headquartered in Orange CA with offices in New Braunfels TX and Fenton MI LCPtracker helps government agencies and prime contractors meet Davis-Bacon/prevailing wage compliance requirements on projects backed by federal state and/or local funding.

Thousands of clients and over 100000 contractors use LCPtracker for their certified payroll and construction site compliance needs.

LCPtracker has been recognized year after year since 2017 as one of the Best Places to Work in Orange County by the Orange County Register.

Position Summary
LCPtrackers Support Department serves as the key touchpoint and default point of contact for new and existing users guiding them through the functionality and helping to troubleshoot any issues that may arise while using any of LCPtrackers products or services. This role is expected to help the Support Manager with most aspects of the support department which includes training and assisting support technicians & supervisors to handle escalated cases.

Primary Duties and Responsibilities

• Maintain an atmosphere and culture of positive reinforcement and strength-based coaching and training
• Assists department manager with implementing new processes or procedures
• Oversees case distribution and responsible for follow-ups
• Assists support technicians & supervisors in resolving user problems
• Analyze call center data and prepare reports for senior management.
• Monitor interactions of support technicians/supervisors with users to ensure quality control
• Coach call center staff through challenging customer service issues.
• Assists the support manager with preparation of annual performance evaluations as well as with maintaining documentation regarding employee performance
• Meets with employees periodically to discuss progress toward work goals.
• Ensures ample floor coverage through shift and schedule adjustments
• Develop and oversee training schedules for new support technicians
• Oversee creation of PDRs for known issues or new issues
• Evaluate staff effectiveness and performance annually or on an as needed basis.
• Expert understanding of utilized tools (Freshdesk)
• Expert time and calendar management
• Coordinating communication as necessary between support staff and outside departments
• Expert understanding of application department and validation settings and their functionality
• Oversee Quality Management transaction evaluations and assignments to supervisors
• Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Core Competencies

• Confidentiality: This role may be privy to confidential and/or sensitive information. Must demonstrate integrity in maintaining confidential and sensitive information and strict adherence to organizational policies and procedures.
• Communication Proficiency: Uses friendly and proficient communication to interact with a wide range of people frequently exchanging information about office operations.
• Time Management: Must manage their own time using an electronic calendar in an email program to set meetings to request others to attend and to coordinate their responses. Responds to requests for attendance at various meetings.
• Technical Capacity: Proficiency with many kinds of office equipment software and technology that is used or managed.
• Initiative and Proactivity: Correctly anticipates a need volunteers readily and acts without being told to do so. Brings new ideas to the company. Undertakes self-development activities; seeks increased responsibilities; takes calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
• Drive for Results: Is goal-oriented; maintains focus on the objective.
• Problem Solving Personal Judgment: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics. Solicits and applies feedback.
• Quality Management: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Does not cut corners; monitors work to ensure quality; applies feedback to improve performance.

Education and Experience

• 3 years of experience in supervisory or team lead capacity.
• 5 years of experience in IT support or help desk roles.
• Strong written and verbal Communication skills

Work Environment

This position operates in a professional office environment and role routinely uses standard office equipment such as computers phones mobile devices photocopiers filing cabinets and fax machines.

Physical Demands

While performing the functions of this job the employee is regularly required to sit; frequently required to talk and hear use hands and fingers to type scroll and use computer equipment. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection of text/data in both print and electronic forms. Ability to lift and move up to 25 pounds.

Position Type and Expected Hours of Work

This is a Fulltime Non-Exempt position reporting onsite to our New Braunfels TX office. Working hours are Monday Friday 8am-5pm. Days/hours worked are dependent on the workload at the time. General availability and presence in the office is expected during regular business hours Monday -Friday. Days/hours worked subject to change and are dependent on the workload at the time.

Travel

There is no major travel requirement for this position. However infrequent travel may be necessary to visit remote office(s) attend conferences/industry events etc. Attendance at our annual corporate Staff Retreat is required which typically takes place in December. This event is a 2-3-day retreat. Attendance at LCPtracker Conference(s) as assigned.

Salary Range

The hourly rate for this role is $29.00 - $32.00 per hour.

Pay offered may vary depending on multiple individualized factors including market location job-related knowledge skills and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

Benefits

Along with competitive pay as a full-time LCPtracker employee you are eligible for the following benefits:

• Paid Time Off
• 10 Paid Holidays
• Phantom Stock
• 401k Plan with up to 4% company match
• Medical Benefits (Health Vision and Dental)
• Life Insurance (company paid)
• Long-Term Disability and Short-Term Disability (company paid)

LCPtracker participates in the E-Verify Program. E-Verify is an internet-based system operated by the Department of Homeland Security and the Social Security Administration. It allows employers to confirm an individuals employment eligibility to work in the United States. View the attached notices available in English and Spanish for important information regarding the E-Verify program. E-Verify Notice (PDF); Right to Work Notice (PDF)

LCPtracker Inc. is an equal opportunity employer of all qualified individuals; including minorities women veterans and individuals with disabilities and regardless of sexual orientation or gender identity. LCPtracker Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with all federal state and local ordinances.

LCPtracker is committed to the full inclusion of all qualified keeping with our commitment LCPtracker will take steps to assure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact the LCPtracker Human Resources Department at

Education and Experience

• 3 years of experience in supervisory or team lead capacity.
• 5 years of experience in IT support or help desk roles.
• Strong written and verbal Communication skills