Education and Support Manager

Overview/Posting:
Growing Environmental/Safety Information Management Company is currently hiring an individual to manage its Education and Support department. Ideal candidate should have experience in software training and support. Candidate must have strong interpersonal skills, specifically the ability to verbally communicate via telephone. Ideal candidate should have an analytical ability to resolve technical issues in addition to the capacity to effectively communicate the issue and resolution. Candidate should be motivated, a self-starter who works well in a team environment who has an interest in growing with the company. We offer flexible work hours in a friendly office setting.
Primary Tasks:
•Software Training – Train new and existing external customers on proprietary software via web and telephone conference.
•Tier 1 Help Desk – first level support for external and internal customers with issues related to proprietary software and general network/computer issues.
•Own and drive the Issue process – includes documenting and updating internal and external customer’s issues and ideas. Would drive the issue process, working toward timely resolution, assisting in testing of issues, and proper documentation of resolution upon release.
•Work as a liaison between IT and Customers (internal and external) for issues as well as design of new features
•Support testing effort of software as necessary for all new features and products.
•Maintain and write help files, system documentation, on-page instruction within the application, and use cases.
•Support internal production department by assisting in training new employees as well as general application support and design.
•Manage the globalization of application content and coordinate multi-language application support.
•Manage after-hours support desk through outsourced company.Source - Tennessean - Nashville, TN
REQUIREMENTS
Requirements:
•Excellent interpersonal skills
•Excellent telephone skills
•Able to handle stressful situations in professional and courteous manner.
•Experience developing and executing software training plans
•Experience with general IT
•Experience troubleshooting technical (hardware/software) issues with end users.
•Experience writing and executing software application test plans.
•Ability to multi-task and prioritize, handling numerous projects at once.
•Self-motivated individual working in quiet atmosphere, a team-player who is detail oriented.Candidates should forward their resume, cover letter and references to [Click here for email]