Technical Support Manager Tenrox
THIS JOB HAS EXPIRED Description:
We are looking for an ideal candidate who will be a mentor of a Technical Support Team, able to offer and encourage extensive customer service by continually revising job strategy and increasing customer satisfaction. Technical support manager is a key member of the services organization team and will be reporting to the VP of the Professional services and support teams. He/she will be responsible for motivating team and facilitating resolution of escalation calls.
Assign incoming requests from customers to the team, prioritizing action, monitoring team resource to meet SLAs for call-handling and e-mail responses
Maintain high service levels for customers through thorough quality control checks
Communicate information from management to the team and vice versa
Collaborate with other departments and task forces to identify and implement strategies towards the continued enhancement of our corporate technical capabilities.
Provide technical support for internal and external clients/user
Provide monthly/quarterly/yearly reports as per the management request
Review and manage the team?s performance
Degree in Computer Science, Engineering or related field
5+ years of experience in Technical support, Business Analysis or Product management
Experience with integration tools and 3rd party enterprise software applications (AccPac, GP Dynamics, PeopleSoft, MS CRM, Salesforce.com) a plus
Excellent knowledge of Windows Operating Systems, SQL Server, networking, Internet and web servers
Exceptional interpersonal and communication skills, with a strong professional and engaging presence to interact with all levels of management and staff, as well as clients, consultants and vendors globally.
Creative approach in providing solutions to customer requirements and solving as well as preventing recurring problems
Strong interpersonal skills, focused on understanding and addressing customer needs
||3452 East Foothill Boulevard |
Pasadena, CA 91107
THIS JOB HAS EXPIRED