US Manager, Premium Support Engineering ChannelAdvisor
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The Manager, Premium Support will drive direction of advanced technical support for web-based applications and associated services. Working with the Engineering team, they will build, direct and utilize support tools and resources to streamline process and efficiencies. Support channels may include e-mail, instant messaging, and telephone. This Manager must be able to proactively identify areas within the application where improvements can be made to provide enhanced ease-of-use and functionality. In addition, this Manager will own our Premium Support option (Fast Pass) and scale as needed.
The ideal candidate will be a technically-savvy problem-solver and have a strong ability to ?think outside the box.? He or she will be dedicated to providing exemplary customer service and will successfully troubleshoot a wide variety of technical issues.
The following are required for the US Manager position:
Based in Morrisville, NC office
At least 4-5 years experience providing web-based software support.
At least 3-4 years experience with ChannelAdvisor software and services or other web-based solution or SaaS application.
Manage and actively engage in all case escalations and customer alert messages.
Knowledge of Excel macros and/or advanced formulas, HTML, XML, and FTP.
Advanced problem solver. Able to sort through complex issues and conduct comparative analysis of multiple solutions.
Excellent multi-tasking skills. Must prioritize and perform a variety of concurrent tasks with minimal direction.
Maintain knowledge of developments in ChannelAdvisor software and its integrations.
Work with team to research and resolve escalated technical issues.
Work with team to share product and industry knowledge.
Excellent communication, organizational, and prioritizing skills a must. Must be able to work effectively with all levels of the organization.
Additional skills and experience: The following, while not required, would benefit the Manager:
Bachelor's degree in Computer Science or other technical degree.
Working knowledge of SQL and relational databases (SQL Server experience preferred).
Salesforce.com for support case management and Atlassian JIRA for issue tracking.
Morrisville, North Carolina, United States
||2701 Aerial Center Parkway |
Morrisville, NC 27560
THIS JOB HAS EXPIRED