Supervisor, Technical Support

Vocera Com   •  

Fort Wayne, IN

Industry: Telecommunications.

  •  

5 - 7 years

Posted 222 days ago

This job is no longer available.

Responsibilities 

  • Manage a team of Support Engineers delivering technical support to global customer base
  • Coordinate with other people managers in the delivery of routine support
  • Ensure communication and issue resolution occurs in a timely manner
  • Document and manage reported technical support issues
  • Develop tools and programs to improve support of customers
  • Author knowledge-based articles for internal and external use
  • Lead and mentor junior team members
  • Review product documentation prior to new releases
  • Provide formal and informal training to customers and partners
  • Report product defects and enhancement requests
  • Identify and advocate product supportability requirements 

Competencies 

  • Excellent written, verbal and telephone communication skills
  • Must demonstrate success working in a fast-paced environment with dynamic priorities
  • Analytical, troubleshooting and problem solving skills are necessary
  • MS Windows, Linux or networking administration knowledge preferred
  • Experience supporting hardware or software applications
  • com experience a plus 

Requirements 

  • Bachelor’s degree in a technical field, or equivalent
  • 5+ years relevant experiencetroubleshooting customer issues
  • Working experience managing a team
  • Knowledge of wireless (802.11 a/b/g) infrastructure systems
  • Certifications in MSCE, Networking (CCNA, etc.) a plus
  • Up to 10% travel