Avionte Staffing Software

Avionté is a leading staffing software technology firm providing front and back office solutions & service for the industry. We are a best in class product and service organization with a high degree of focus on our employee and customer experience. We are experiencing unprecedented growth and looking for key talent to join our team as Technical Support Manager!

We are centrally located in Eagan, MN servicing customers nationwide and within Canada. Our support team is responsible for 24/7 assistance,  leveraging a top notch ticketing system, chat, phones, internal resources and a robust knowledge base. If you are looking to be a key contributor, driving change and process improvement within a people first, relationship focused industry, you may be a fit!

Key Deliverables:

  • Learn and fully understand our entire suite of product offerings in effort to pursue full cycle support and best practice implementation
  • Lead our support team of 25+ individuals to provide a best in class service experience for our customers through training, coaching, motivating and driving accountability
  • Develop and implement new processes that will drive efficiencies and elevate standards in our fast growth, high demand customer centric environment
  • Meet or exceed established scorecard metrics including but not limited to response time, resolution time, & CSAT surveys
  • Lead escalation and other client relationship management initiatives
  • Perform root cause analysis and implement solutions to prevent recurring issues, inquiries and requests
  • Ensure that high quality, up to date, documentation on support solutions is created and maintained
  • Create working practices that are well defined with operational excellence and minimal disruption using technology to improve efficiency as appropriate
  • Facilitate open communication between direct reports and other teams including key leadership to suggest and drive forward ideas on how we can work effectively together on behalf of our customers
  • Remain aware of new product developments within the industry and provide tactical direction to our business on recommendations to overcome support and customer service challenges

Ideal Candidate Profile:

  • Bachelor’s degree in business or related field
  • 3-5 years leading with direct accountability for a call center/technical support environment
  • Previous experience within the Staffing or Software Industry
  • Proven track record of effective, metric driven leadership
  • Experience working with and consistently delivering to client expectations
  • Positive, can-do attitude with a natural ability to instill confidence and influence others
  • Other experience with operations management such as capacity planning, resource management, performance management and quality management
  • Effective communication skills, both verbal and written, at all levels
  • Familiarity with fast paced environments, competing priorities and high growth rates
  • Knowledge and experience within SQL databases

Interested? Submit your resume to

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