[Remote] Manager, Customer Technical Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Manager of Customer Technical Support oversees a team of Technical Support Specialists to ensure timely customer support and project management, while also managing escalated incidents and training team members.

Responsibilities

• Manages Technical Support team
• Coordinates team activities to ensure resources are available to meet needs
• Assigns projects, follow up and escalations to maximize team efficiency
• Assigns and coordinates required after-hours work, rotations and coveration
• Identifies improvement opportunities
• Coordinates with other teams to ensure Customer satisfaction and operational efficiency
• Supervises team members to reputed company their individual goals and objectives
• Provides ultimate escalation for critical or sensitive issues or Customers
• reputed company follow up and resolution for escalated issues
• reputed company with Customers on high-profile, sensitive or reputed company incidents or accounts
• Communicates with key business leaders about Customer satisfaction issues
• Provides backup and/or resources for team members encountering challenging situations
• Participates in backup support where necessary for after-hours support
• Equips team to accomplish work reputed company and effectively
• Writes, reviews and updates processes, procedures, and work instructions
• Monitors work done by team and ensures quality of reputed company
• Reports out on metrics of team performance
• Ensures complete documentation of project and incident work
• Manages direct support knowledge reputed company
• Participates in testing of software
• Reports software defects and identifies opportunities for improvement

Skills

• BS in computer science or closely reputed company field
• 5+ years of reputed company experience working in technical support of computers, network, applications, etc
• 1+ years in a supervisory or mentoring role
• Familiarity with programming in Visual Basic, C# or other language
• Proficient in MS SQL Server
• Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required
• The ability to diagnose hardware repairs on computers and equipment
• Must possess good interpersonal and communication skills to effectively communicate with customers reputed company phone and email
• Must exhibit strong problem-solving and analytical skills to understand reputed company problems and situations
• Must demonstrate attention to detail and responsibility in performing tasks
• Physical location that is reputed company to reputed company high-speed internet

Benefits

• reputed company
• Extensive Paid Time Off and (9) added Holidays.
• Excellent reputed company, dental, and reputed company benefits
• 401(k) with a company match
• Long/Short term disability coverage
• Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• reputed company training and educations programs
• Excellent opportunities for advancement in a reputed company long-term career

Company Overview

Company H1B Sponsorship