ABOUT THE COMPANY
Quickly growing, funded software company based in Pleasanton is looking for the right player/coach to lead our Technical Support Team. AlarmPoint System serves Fortune 500 and Global 2000 customers with the leading Actionable Information Delivery Platform for IT Service Management, Disaster Recovery and other business applications.
GENERAL POSITION SUMMARY
The Technical Support Manager is responsible for managing a geographically distributed team of Technical Technicians/Engineers. This role’s primary goal is to continually improve the customer’s experience with AlarmPoint’s products and organization. This position reports to the Vice President of Services and works closely with all areas of the organization.
MAJOR DUTIES AND RESPONSIBILITIES
• Directly manage a Technical Support team with multiple call centers to support a global customer base
• Function as an escalation and communication point for cases requiring management involvement
• Develop, direct, and lead technical team to achieve customer service level goals
• Conduct regular reviews of cases & case management for continuous improvement
• Assist the organization in focusing on problem and call prevention, resolution documentation, and efficiency of workforce to achieve excellence in all areas
QUALIFICATIONS / NECESSARY SKILLS
• Bachelor's degree or equivalent education/experience required
• Three or more years experience directly managing a global support organization for an enterprise software application (no help desk please)
• Excellent written and presentation skills; proven facilitation, leadership and interpersonal skills
• Ability to multi-task, strong sense of ownership, strong sense of urgency, ability to improvise, good problem-solving skills, ability to respond in a crisis, ability to rally a team, and proven leadership skills
• Demonstrated strong attention to detail
• Experience with Oracle, SQL, Java, SOAP, XML preferred
- Compensation: Commensurate with experience
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.