Career Evolutions is searching for a Support Manager for a fast growing global hi-tech company. Full-time, Direct-Hire, Remote Opportunity up to $140K/Annual.
If you’re looking to join a fast-growing high-tech company where your work on the next generation of solutions with a direct impact on the organization and its customers then this may be the right opportunity for you.
As the Support Manager you will be responsible for the running of our world-class Support Team in the Americas region. You will provide technical support to customers around the world, on our desktop, server, cloud and other products. The support manager demonstrates two key attributes: customer focus – ensuring that customers are always delighted with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology.
Responsibilities
Management responsibilities over support team, including performance management, shift scheduling, measuring key performance indicators, and training of staff
Ensures that all customer cases are responded to within the SLAs, and that support requests are handled promptly, and in a professional and helpful manner
Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
Ensures that the support service demonstrates very high customer satisfaction
Ensure that the support knowledge base is always kept up to date, and contains quality articles
Generate Operational Reports and provide senior management with relevant and concise analysis
Drive continuous improvements to the team's processes and support service delivery
Resource, develop and train support team to match business requirements
Develop and manage STS Call-Centers as the business expands.
Requirements
Bachelor’s Degree or Equivalent Experience
5+ years’ experience with Linux/UNIX at a technical level (Support, Development, Implementation)
Minimum 3+ equivalent, experience in supervisory/managerial role, in charge of a technical support function
Experience or knowledge of OpenStack, Cloud or Virtualization technologies
Fluency in two languages English being primary (Preferable)
Excellent communication skills (verbal and written)
Travel Required ~ Between 25-40% (Nationally and Internationally)
Candidate must be based in the United States
Founded in 2008, Career Evolutions is a leading Executive Search Firm based in Scottsdale, Arizona. Career Evolutions provides products and services to identify top talent, develop employees, and maximize human capital to enhance the bottom line. For more info, please visit www.careerevolutions.net, check out our Current Opportunities, and contact us via phone 480.626.5253