Client Services Support Manager SmartSynch

SmartSynch is looking to expand its Support and Services organization with the addition of a senior-level Client Services Support Manager with at least 5-10 years of experience supporting large technology accounts. Working with the Director of Client Services, the Client Services Support Manager will own the primary relationship in the daily Level 1 customer support and services operations of the SmartSynch solution installed at large utilities and other business partners. The Client Services Support Manager is responsible for ensuring overall Customer Satisfaction and is directly involved with supporting and training customers in the field.

The SmartSynch Client Services Team is responsible for resolving client software support issues and troubleshooting problems associated with the SmartSynch automatic meter reading solution. Our clients are leaders in the Utility and Energy market. Ideally the Client Services Support Manager needs to possess strong technical, application & database software and documentation skills. Knowledge of metering solutions, metering products and utility industry billing processes would be considered a plus. A bachelors degree in Engineering, Computer Science, Business Information Systems or other related professional degree is required.
Duties

Troubleshoot software, communication and technical support issues by responding to customer support requests and working these issues to resolution
Establish proactive customer contact to intercept potential customer support and training issues
Establish regular local on-site visits with customer to develop relationships and to stay abreast of changing customer requirements
Work in conjunction with customer contacts to document customer processes and help manage the addition of customers metering devices in the field
Provide TMS software training sessions with End Users, System Administrators and Technical staff
Provide training sessions for Meter Shop staff in the area of meter deployments, network coverage checking and external antenna installation
Interact with SmartSynch Software Development staff on Level 2 support issues and definition of potential customer generated enhancement requests
Provide technical support related to relational database software environments and wireless networks

Qualifications

BS or MS in Computer Science, Engineering or Business Information Systems
Experience in Oracle or MS SQL relational database technical support or hosted application support environment
Excellent oral, written, and presentation communications skills combined with the ability to effectively communicate technical issues with individuals, team members, and executives
Excellent problem solving, logic and analytical skills
Demonstrated abilities in problem solving, interpersonal skills and computer skills
Ability to communicate clearly when confronting problems and working through solutions
Ability to work closely with various areas throughout the Company (Sales, Software Development, Engineering, Accounting)
Flexible individual; able to operate in fast-paced environment
Experience with Utility Industry a plus.

Location:	4400 Old Canton Road Suite 300 Jackson, MS 39211 United States