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Home > Company > Careers > Technical Support Manager
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Technical Support Manager
Opening at Bridgeport Connecticut headquarters
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Do you like technical challenges and solving customer problems? Do you
like learning new technologies? Are you interested in growing and
mentoring a Technical Support team? Do you like building systems and
processes to improve over-all customer satisfaction? Are you interested
in having a real impact on the bottom-line success of a business?
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If so, we are looking for you.
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We are GoECart, an entrepreneurial, technically advanced,
Software-As-A-Service (SaaS) e-commerce company. We provide an
award-winning, feature-rich, and cutting-edge e-commerce solution
that is used by hundreds of customers to sell their goods and services
on the Internet.
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To match our sales growth, we are expanding our technical support
capacity with the addition of a Technical Support Manager who will
be responsible for adding new staff and improving existing technical
support systems and processes.
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As our Technical Support Manager, your primary responsibility will be
to provide superb technical and managerial leadership for our
multi-location, multi-time-zone, 24x7 Technical Support department. You
will also be responsible for expanding our overall technical support
capacity, improving our efficiency and quality of service, upgrading
our customer support software, and enabling other forms of customer
support such as live chat.
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If you have previous experience in managing a technical support department
and improving how it functions, a proven track record of delivering
Internet-facing applications with high reliability and performance, an
intimate knowledgeable of Microsoft technologies and web/application
hosting environments, a strong technical acumen for troubleshooting and
problem-solving, and can juggle many tasks and projects at once, please
send your resume to Careers@GoECart.com
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Important: The subject field of your e-mail must include Ref. No. GECWEB-TS-MGR-07
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Click here to learn more about this position
Reports To: CEO
Based At: Bridgeport, Connecticut Office
Primary Role:
Provide technical and administrative leadership—and manage implementation
support and ongoing customer technical support—for GoECart’s 24x7 Technical
Support department that includes up to eight, multi-location technical support
representatives in multiple time zones
Key Responsibilities:
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Manage system deployments, software installations and hardware support actions
- Help develop and implement processes and systems that identify trends and patterns that will be used to improve the overall customer service experience; in specific
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Implement a new customer service system
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Install and use a knowledge base
- Help create and oversee policies and procedures to ensure alignment with metrics, on-time delivery, consistency and outstanding customer satisfaction
- Train staff to deliver a high standard of customer satisfaction
- Manage escalation process:
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Effectively manage critical customer situations to reduce risk and retain customers
- Manage employee goal and objective setting, performance assessment, career planning/development, and salary compensation
- Possess deep technical knowledge of GoECart and partner applications to guide the technical support representatives in troubleshooting and problem solving
- Coordinate resources to provide seamless customer support
- Communicate clearly and effectively with customers and personnel
- Coordinate solutions with third-party partners on all GoECart applications and other technology tools
- Maintain a high level of process knowledge on technical support procedures
- Provide internal training and documentation on application features and functions
- Assist in testing updates to existing GoECart applications
Qualifications
Prior Experience
- Three-plus years technical support management experience
- Experience with implementing customer support software and systems
Skills
- Must have a demonstrated ability to troubleshoot and solve problems quickly
- Must be able to quickly assess issues and react to changing circumstances and new information
- Can juggle multiple parallel projects under pressure and in a fast-paced environment
- Must have ability to quickly learn and operate new software
- Must be able to communicate effectively with vendors, clients, peers, and management
- Understands metrics for running an efficient Technical Support group
- Ability to work well with limited supervision
- Strong team building and motivational skills
- Excellent problem resolution, judgment, negotiation, and decision-making skills
Knowledge
- Strong conceptual knowledge and understanding of these technologies:
- Microsoft® Windows® Server (2000 and 2003)
- Internet Information Server
- Microsoft SQL Server
- ASP/Net/VB
- Windows Security and Internet Protocols: FTP, SMTP, VPN, DNS, etc.
- Familiar with one or more call center support systems
Attitudes
- Self motivated
- A significant commitment to quality leadership principles and willingness to model leadership, inspire a shared vision, empower people, and challenge existing processes
- Ability to develop systems and metrics to measure performance against plans
- Self motivated and driven to succeed
- Detail oriented: ensures high-quality client experience
- Sensitivity to cultural diversity
- Strong sense of urgency
Education
- Bachelor’s degree in Computer Science, Business or related field
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