Technical Support Manager
Company Name:
Executive Trackers, LLC
Technical Support Manager
Location:Portland, OR, United States
Job #4031190
Date Posted: 07-15-2014
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A Manager of Technical Support managing a group of skilled technical support engineers who diligently track and creatively resolve customer support issues. The team's primary purpose is to ensure the customer experience with companies proprietary PBX and IP telephony software technology is easy-going, memorable, and builds loyalty to the product.
If you are right for this job, you have managed support operations for a software company. You have seen the power of a positive culture and a commitment to excellence. You've made mistakes and learned from them.
In this role you will:
Ensure team members have the resources and direction to provide the best possible customer service
Manage the day-to-day for a highly skilled group of support engineers
Develop skill profiles and hire quality team members
Create and coordinate training schedules and programs
Facilitate team communication through meeting planning, knowledge transfer, and documentation
Create and manage an on-going process/feedback loop to improve product supportability
Manage Support-related projects and initiatives
Serve as a point of escalation for customer issues
Work with other members of management to plan the continuing growth of Support
Qualifications:
Have 5
years experience successfully managing day-to-day operations and personnel for highly responsive software support
Are skillful at identifying and defining knowledge and skills required to achieve results
Understand the software development life cycle and have familiarity with phone systems and/or telecommunications technologies.
Have expert communication, personnel management and coaching skills
Can gather, analyze and interpret data; and identify, define and resolve problems
Are experienced collaborating with and influencing cross-functional teamsEstimated Salary: $20 to $28 per hour based on qualifications.
Executive Trackers, LLC
Technical Support Manager
Location:Portland, OR, United States
Job #4031190
Date Posted: 07-15-2014
Apply Now
Send to Friend
A Manager of Technical Support managing a group of skilled technical support engineers who diligently track and creatively resolve customer support issues. The team's primary purpose is to ensure the customer experience with companies proprietary PBX and IP telephony software technology is easy-going, memorable, and builds loyalty to the product.
If you are right for this job, you have managed support operations for a software company. You have seen the power of a positive culture and a commitment to excellence. You've made mistakes and learned from them.
In this role you will:
Ensure team members have the resources and direction to provide the best possible customer service
Manage the day-to-day for a highly skilled group of support engineers
Develop skill profiles and hire quality team members
Create and coordinate training schedules and programs
Facilitate team communication through meeting planning, knowledge transfer, and documentation
Create and manage an on-going process/feedback loop to improve product supportability
Manage Support-related projects and initiatives
Serve as a point of escalation for customer issues
Work with other members of management to plan the continuing growth of Support
Qualifications:
Have 5
years experience successfully managing day-to-day operations and personnel for highly responsive software support
Are skillful at identifying and defining knowledge and skills required to achieve results
Understand the software development life cycle and have familiarity with phone systems and/or telecommunications technologies.
Have expert communication, personnel management and coaching skills
Can gather, analyze and interpret data; and identify, define and resolve problems
Are experienced collaborating with and influencing cross-functional teamsEstimated Salary: $20 to $28 per hour based on qualifications.
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