Technical Support Manager

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About the company:

My client is a French company with offices in the USA. They design and develop equipment to monitor and analyse traffic flowing across a wireless network.

Duties and responsibilities:

• Provide technical and managerial leadership for the Technical Support department.
• Be responsible for expanding our overall technical support capacity (24x7, multiple time zones), improving our efficiency and quality of service, and improving existing technical support systems and processes.

If you have previous experience in managing a technical support department and improving how it functions, a proven track record of delivering Internet-facing applications with high reliability and performance, an intimate knowledge of Internet technologies and protocols, a strong technical acumen for troubleshooting and problem-solving, and can juggle many tasks and projects at once, please apply for this job.

Candidate Requirements:

• Provide on-going Technical Support on all my client’s products. May include supporting 3rd party products and occasional on site Support.
• Help create and oversee policies and procedures to ensure alignment with metrics, on-time delivery, consistency and outstanding customer satisfaction.
• Manage escalation process for critical customer situations to reduce risk and retain customers.
• Help develop and implement processes and systems that identify trends and patterns that will be used to improve the overall customer service experience. Install and use a knowledge database
• Maintain a high level of technical knowledge of my client’s and partner’s products to guide the technical support representatives in troubleshooting and problem solving
• Coordinate resources to provide seamless customer support.
• Communicate clearly and effectively with customers and personnel
• Assist in testing updates to existing products.
• Bachelor’s degree or equivalent, with specialization in computer science and networking.
• Three-plus year’s technical support management experience in networking and Internet application development.
• Good working knowledge of networking protocols/technologies and Internet applications (TCP/IP, HTTP, VoIP, streaming, peer-to-peer, etc.)
• Developer background with good skills in programming in C language under Linux
• Fluent in English, ability to write documents in good English.

Final Statement:

An outstanding opportunity for a technical manager, used to providing support for clients globally.