Technical Software Support Manager

IntelliChief   •  

Mansfield, MA

Industry: Technology


5 - 7 years

Posted 44 days ago

Come be our next Technical Software Support Manager and join our well-regarded technical support team, supporting our Document Management product for mid to large sized business customers. Bring your technical, problem solving, leadership and people skills to an organization where your contributions will make a difference!

About the job • Manage and perform all Technical Support related operations and activities to deliver excellent customer support. • Manage support staff by helping in the day-to-day performance of their jobs, ensuring high customer satisfaction and attaining established goals for technical support and provide technical assistance to the Support team. • Manage customers requiring special management of open issues, for example, customers with multiple or complex issues. • Provide technical support to our mid-to-large sized business customers by leveraging your experience and skills. Understand this is a hands-on technical first level management position. • Perform and coordinate on-going training for the Support team. • Manage the systems, tools and documentation used by the Support team. • For issues that cannot be resolved by the Support team and need escalation to Development, work closely with Development Engineers to resolve. For new project requests, coordinate with Sales/Professional Services. • Work varying hours between 8:00am-6:00pm Monday through Friday and ensure assigned Support Engineers are responding to and providing customer requested afterhours/weekend support. • Extensive training on IntelliChief Document Management proprietary solutions will be provided allowing you to become a master level on our products and give you an edge in this industry.

About You • Bachelor’s degree in Computer Science, Engineering, Mathematics or related field. • Minimum of 5 years’ experience in technical support and/or help desk positions. • 1 to 3 years of supervisory experience is preferred. • Strong customer service skills, with the ability to be patient with unsophisticated users. • Excellent listening and communication skills for phone and on-line interaction, being able to walk team members and customers through technical procedures and troubleshooting steps in a clear and concise manner. • Excellent analytical/problem solving skills, with ability to breakdown a problem and get to the root cause. • Experience working in Windows enterprise environments; especially in installation and configuration of software on Windows operating systems with TCP/IP networking. • Experience working withMS SQL Server, querying database tables and setting up maintenance plansStrong organizational skills to be able to plan your day and manage your tasks effectively. • Ability to multi-task and work on different problems with varying levels of complexity. • Ability to prioritize problems and anticipate issues requiring escalation to the next level to prevent urgent situations. • Ability to complete our internal training programs to become a master on our products in a timely manner to make you a productive team leader as soon as possible. • Motivated self-starter, positive and can-do attitude, willing to go the extra mile to deliver excellent technical support • Previous programming knowledge/experience, as well as previous IBM (AS/400) experience, desired but not required.