Manager, Technical Support Services

The Manager of Technical Support Services (MTSS) oversees the support service agents and the tools they use, including the Issue and Tracking System, FAQs, internal support training materials and call center phone systems.  The MTSS’s objectives are to ensure prompt and accurate resolution to customer issues according to their respective support contract, refine and streamline support methods and presentation, monitor support agent productivity, analyze incoming support requests and provide feedback and recommendations on this analysis to upper management.

 

The Support Services department handles a majority of customer interaction with Centershift.  The MTSS will be responsible for ensuring that the needs of our customers are addressed in a timely and professional manner to ensure that we maintain our industry leading customer support.

 

The MTSS will also be required to assist in the recommendation, acquisition, administration and employee training of tools and technology used by the support services department including but not limited to the Saleforce.com case management system, phone switch and software, troubleshooting utilities and basic computer repair tools.  The MTSS may also be called upon to perform other support related projects for the Account and Project management teams.



 

Duties and TasksHR issue related to the support technicians Phone System administration as it relates the support team Create and maintain internal support training documentation Create and maintain FAQs and Knowledge Base documents in Salesforce.com Track and diagnose system wide issue and/or code bugs and assist the development staff in identifying and correcting said problems Maintain statistic of calls, issues and support requests for use in staffing decisions, workflow optimizations and for use by upper management Take ownership of all support requests and bring each to a timely and well documented resolution Assist the Account and Project Managers with escalated client issue Create and maintain standard phone scripts for support technicians and frequently asked questions On call 24/7

 

QualificationsBachelor’s degree in Computer Science or related field, or equivalent experience. 5 years of technical support management or related experience Experience implementing and managing support services systems (phone, CRM etc.) Proven leader with good personal skills Effective time manager with multiple projects and deadlines Exceptional written and verbal communication and presentation skills Highly organized and detail oriented Familiar with Microsoft Office Professional Suite Levelheaded thinker, able to work well in pressure situations Ability to write instructional materials including call scripts and support FAQs Familiar with basic call center phone technologies and reporting Minimal Travel requirements (