Technical Support Manager, Strategic Accounts

The Technical Support Manager will lead a team of Technical Account Managers who are responsible for servicing a named list of strategic accounts. The Technical Support Manager will be charged with creating a “World Class” customer service atmosphere in an effort to deliver unparalleled customer satisfaction, which in return produces unprecedented levels of customer loyalty and enthusiasm!

The position requires extensive contact with customers, both internal and external. It also requires someone with a sense of urgency, a desire to serve the customer, and an ability to balance the company’s interests with the clients needs. The selected candidate will be a team player and can work well with individuals throughout the company. The Technical Support Manager must demonstrate a positive attitude and coach others by example, to maintain a positive working environment.

The Technical Support Manager will also be responsible for identifying ways to reduce the percentage of issues requiring escalation, improving team members technical analysis skills, and managing timely response and resolution times to client reported incidents related to the software, which are consistent with agreed service levels. This position will take the lead in ensuring the team is properly staffed at all times, customer concerns are addressed with a high-level of speed and accuracy, and requests for product modifications related to a client trouble ticket are well- documented to include the appropriate severity and required installation-specific information. Additionally, the Technical Support Manager will serve as the escalation point for customers supported by the team. These customers tend to be large, technically complex, and often demanding customers.Job Requirements
· 7 years experience in a technical support environment.
· 5 years experience managing work teams in a software support environment, along with general management, organization and time management skills. Must be able to demonstrate strong coaching, interpersonal and effective presentation skills; and have leadership ability to motivate a group of employees towards a desired result.
·4-year college degree in Computers, Business Administration, or related field
·Proven ability to achieve high service quality results in conjunction with meeting productivity requirements.
·Ability to negotiate and resolve complaints on an escalated level.
·Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff.
·Familiarity with the call center industry and call center software tools a plus.