TECHNICAL SUPPORT MANAGER

We are a leading provider of automated transaction processing kiosk systems for fast food and quick service industries. Our technical support team is growing and growing fast! We are seeking a Technical Support Manager who has between 5 to 10 years experience in technology support role in a 7/24 support environment. The Technical Support Manager will manage our customer technical support team to ensure that customer service levels are met and issues are resolved timely and accurately. In addition, the manager will act as a liaison between our customers, management and other internal teams to provide and assist the organization with any customer feedback and data collection.

RESPONSIBILITIES:

Manages technical support specialists for all company supported installations:
• Schedules staff to adequately handle customer's phone, email, and internet support requests during 7/24 support business hours as specified on customer support service agreements.
• Monitors progress and number of support cases
• Defines and practices case escalation processes that ensure high levels of customer satisfaction
• Tracks and reports on key metrics to ensure high quality, timely services that meet all service levels that result in high levels of customer satisfaction
• Provides technical advice to support specialists and handles customer case escalations
• Manages personnel activities of technical support staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
  
  Manages customer support functional activities for all products, and contributes to overall service profitability by:
• Efficiently using staff and systems in the customer support area.
• Improving quality and responsiveness of customer support staff and resources.
• Improving interaction and service between customer technical support and other functional areas of company
  
  Promotes and maintains a high quality, professional, service-oriented company image among users.
  
  May require occasional travel to customer sites for case escalations

REQUIREMENTS:

• Bachelor's degree in business or computer science; may have post-graduate education or training.
• 5 to 10 years in customer technical support environment with three to five years in customer technical support project management.
• Must have Call Center and helpdesk ticketing software experience
• Must be knowledgeable in standard call center metrics and SLAs.
• Working knowledge of MS Windows, TCP/IP and Internet connectivity
• Excellent management skills with ability to assign and monitor work.
• Must be able to maintain employee morale under adverse situations
• Excellent time management, communications, decision making, presentation, human relations and organization skills.
• Excellent knowledge of all customer technical support, particularly for software products.
• Excellent technical judgment and problem-solving skills

hr@emn8.com