Technical Support Manager
- 01/18/2012 12:00:00
- Full Time
- Customer Support
- Wichita
Description
Technical Support Manager
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Type: |
Full time, exempt |
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Functional Organization: |
Customer Service |
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Reports to: |
Chief Operating Officer |
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Location: |
Wichita, KS |
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Hours: |
NBH, M-F, 8a-5p |
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Travel Requirement: |
Limited local, regional |
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Education Requirement: |
Associates Degree, Bachelor’s Preferred |
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Experience: |
4 years technical services management |
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Compensation: |
Annual salary |
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Rate: |
TBD |
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Other: |
Personnel and contractor management |
Summary:
The Technical Support Manager provides leadership emphasizing outstanding customer services and satisfaction while ensuring appropriate delivery of technical services and management of service contractors. Additionally, the role is responsible for business decisions directly impacting company profitability.
Essential Functions, Duties and Responsibilities:
- Manage organization to provide customer support and technical issue resolution via E-Mail, phone and other electronic medium
- Configuration of client's equipment to connect to the Internet via PPPOE connection (router)
- Provide support to clients in the use of system and applications as related to Internet
- Obtain general understanding of OS and application operations related to company offered services.
- Identify and correct or manage operational issues in client computer systems
- Maintain necessary communications of plans and policies to employees and contractors
- Manage technical support employees contracted workers
- Manage communications to customers
- Manage customer premise equipment (CPE)
- Identify areas for enhancement in departmental policies or internal utilities; implement such enhancements
- Obtain thorough understanding of internal applications, web utilities and services
- Create and manage performance metrics; manage to them
- Perform light lifting of approximately 25lbs
Qualifications:
- Employee management and team building
- Ability to multitask effectively and calmly
- Able to work independently and efficiently to meet deadlines
- Able to promptly answer support related email, phone calls and other electronic communications
- Self motivated, detail-oriented and organized
- Experience with hardware and software associated with the Internet, servers and personal computers
- Proficient in Internet related applications such as E-Mail clients and Web Browsers
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills
- Moderate to advanced WAN and LAN networking
- Ability to troubleshoot HTTP, FTP, POP, SMTP and DNS
- Efficiency in HTML