Manager –Technical Support

Contactual is a global provider of on-demand contact center solutions. Delivered 100% as Software as a Service (SaaS), the Contactual OnDemand Contact Center provides robust call center functionality with an innovative User Interface.

Our solution is built from the ground-up to be a true on-demand application. The result is an easy-to-use and powerful tool for improving customer interactions and call center efficiency.

Summary:

Contactual is seeking a Technical Support Manager for our San Carlos, CA headquarters. This talented and multi-faceted individual will manage the customer support team and provide hands-on technical expertise in troubleshooting issues with client PCs, PSTN, VoIP, the Contactual application and networks. Success in this role will be demonstrated by displaying a blend of technical knowledge, well developed customer relations skills and team leadership and supervision. Success will be measured by overall customer satisfaction.

Requirements:

• Deliver excellent external and internal customer satisfaction by demonstrating exemplary leadership and measuring results
• Manage the daily operations of team members
• Report on support level and customer satisfaction metrics; Identify
  opportunities to improve metrics and team efficiency
• Conduct quality checks with team members to ensure that a high level of
  service is being delivered
• Act as a point person for customer escalations
• Serve as a mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the support group
• Field customer support requests, perform problem determination, and
  escalations to operations
• Track open customer issues, manage resolution to customers within SLAs
• Assist product management in developing and prioritizing enhancement list for bugs/functionality by communicating repetitive customer issues, and relaying customer experiences and acting as customer advocate
• Develop tools/processes to assist technical support employees in providing excellence customer service
• Manage communications with customers for system maintenance activities
• Serve as a liaison with key customers regarding upgrades/migrations

Qualifications:

• Minimum of 5 years experience in a technical support role
• Supervisory experience of a technical support team
• Excellent written and verbal communication skills; Ability to set expectations and communicate goals and objectives to team members
• Methodical analytical skills – applying the scientific method to troubleshooting
• Solid technical understanding of PC operating systems, networks and
  applications
• Ability to manage multiple priorities
• Highly developed customer relations skills
• Demonstrated analytical, interpretive, and organizational abilities
• Experience working effectively with all layers of management
• Strong time management skills
• Ability to develop and execute plans related to resource management and
  workload
• Ability to successfully communicate and coordinate with departments across the organization
• Experience in telephony is a plus
• Experience with CRMs is a plus
• Experience with Call Center Management/Support Tools a plus
• Experience with Microsoft office products for analysis and reporting a plus

To apply, please send a resume and cover letter to careers@contactual.com.