customer support manager NYC Salary up to $70000 Code SRAJA77

If not you, would you know someone???

Technical Support /Customer Support Manager pays around 70k, there is travel

Provide leadership for the customer support process. This position will manage the relationship between company and an outsourced helpdesk. This position is responsible for monitoring the escalation process across all levels of customer support to ensure customer satisfaction and timely responses are achieved. This position is responsible for maintaining and keeping the knowledge base articles and FAQ documents updated and accurate, communicating updated information to the support organization, working with development to keep all technical documentation current and accurate and releasing tech notes and white papers.



Key Responsibilities

Serve as the onsite representative for weekly meetings in Maryland
Work with management to ensure service level agreements are being met.
Evaluate the phone representative's skills and provide them with the necessary training required to fully support the suite of products.
Monitor case load to ensure open customer cases are being escalated in a timely manner.
Provide customer feedback to management on a weekly basis in a format that can be shared with development.
Ability to serve as a fourth level of customer support during peak times.
Collect input from both customers and phone reps to create/modify technical support documentation that results in better overall support.
Serve as the conduit between Customer Support and Development.
Work with IT to investigate more efficient, cost effective methods for customer database management.


Knowledge/Skills Required

Software industry knowledge including pre-sales technology support, architecture and design, product management, and large scale implementation
Helpdesk management experience
Project management skills
Detail oriented
Excellent interpersonal skills
Excellent verbal and written communication skills
Thorough knowledge of computer networking and operating systems (Windows, Mac, and Novell)
Excellent troubleshooting and problem solving skills
Education: BA in computer technology or equivalent experience
Experience: 7-10 years technical/customer support service

Email resume in Word to jeffaltman@cisny.com ONLY IF YOU HAVE THE EXPERIENCE SOUGHT. Please include the job code with the position.

NO RELOCATION. NO VISA TRANSFERS. NO 3RD PARTIES. NO OVERSEAS RESUMES.

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