Supervisor, Technical Support

Vocera Com   •  

Fort Wayne, IN

Industry: Telecommunications

  •  

5 - 7 years

Posted 67 days ago

This job is no longer available.

Position Description:  As a leader on the Technical Support team, you will ensure issues reported by customers to Technical Support are being appropriately prioritized and resolved. You will be directly responsible for supervising Support team members.  Working with a team, including other managers, who handle all levels of support requests to provide technically orientated service to Vocera’s customers via telephone, e-mail and the web.

This is a great opportunity to develop leadership skills within a great team and growing company while growing your technical skills in multiple domains, including: telephony, networking, speech recognition, Windows and Linux applications, and wireless.

This position is based in the Fort Wayne, IN Vocera satellite office which primarily provides remote support to customers worldwide between the business hours of 8 - 8 EST. Some travel to customer sites and other Vocera office locations will be expected amounting to less than 10 percent. Late shift work is only on an as-needed basis. 


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 experience troubleshooting 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