Manager -Technical Support Contactual

Summary:

Contactual is seeking a Technical Support Manager for our San Carlos, CA headquarters. This talented and multi-faceted individual will manage the customer support team and provide hands-on technical expertise in troubleshooting issues with client PCs, PSTN, VoIP, the Contactual application and networks. Success in this role will be demonstrated by displaying a blend of technical knowledge, well developed customer relations skills and team leadership and supervision. Success will be measured by overall customer satisfaction.
Requirements:

- Deliver excellent external and internal customer satisfaction by demonstrating exemplary leadership and measuring results
- Manage the daily operations of team members
- Report on support level and customer satisfaction metrics; Identify
opportunities to improve metrics and team efficiency
- Conduct quality checks with team members to ensure that a high level of
service is being delivered
- Act as a point person for customer escalations
- Serve as a mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the support group
- Field customer support requests, perform problem determination, and
escalations to operations
- Track open customer issues, manage resolution to customers within SLAs
- Assist product management in developing and prioritizing enhancement list for bugs/functionality by communicating repetitive customer issues, and relaying customer experiences and acting as customer advocate
- Develop tools/processes to assist technical support employees in providing excellence customer service
- Manage communications with customers for system maintenance activities
- Serve as a liaison with key customers regarding upgrades/migrations

Qualifications:

- Minimum of 5 years experience in a technical support role
- Supervisory experience of a technical support team
- Excellent written and verbal communication skills; Ability to set expectations and communicate goals and objectives to team members
- Methodical analytical skills applying the scientific method to troubleshooting
- Solid technical understanding of PC operating systems, networks and
applications
- Ability to manage multiple priorities
- Highly developed customer relations skills
- Demonstrated analytical, interpretive, and organizational abilities
- Experience working effectively with all layers of management
- Strong time management skills
- Ability to develop and execute plans related to resource management and
workload
- Ability to successfully communicate and coordinate with departments across the organization
- Experience in telephony is a plus
- Experience with CRMs is a plus
- Experience with Call Center Management/Support Tools a plus
- Experience with Microsoft office products for analysis and reporting a plus.

Location:	959 Skyway Suite 350 San Carlos, CA 94070 United States