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Full-time Technical Support Manager

at vaco technology in California | CA Jobs



Skills:
Technical Support Manager

Location:
Del Mar, CA

Technical Support Manager: La Jolla

Salary range: $65-$75K plus full benefits

Notable: Office in La Jolla Village with an oceanview. Laid back culture

Be a key member of the Operations team and will report to the Director of Business Operations. The selected candidate will be responsible for leading a team of support associates in facilitating resolution of customer service tickets.

Responsibilities


Provide periodic metrics to management for gauging technician productivity, issue resolution, and customer satisfaction

Motivate a team of four to six support technicians to maximize customer service

Improve productivity by recognizing deficiencies

Assure the quality and completeness of products that will be supported by the team of technicians

Facilitate customer resolution for escalated customer service requests by engaging the necessary technicians, engineering resources, and any other resources required within the organization.

Follow up with unsatisfied customers until all issues are resolved and customer is satisfied

Work with other disciplinary leads to ensure consistency in delivery of service

Build relationships with key counterparts on clients staff

Exceed customer satisfaction expectations as measured by both management and the clients





Requirements:


Must have demonstrated understanding of a service business in an IT and or software related start-up environment

Must have demonstrated ability to manage resources in a fluid start-up environment with minimal resources

Minimum 3 years of experience in a related function, technical call center preferred

Demonstrated leadership abilities and be achievement, detail, and results oriented

Prepared to be on-call as necessary and to provide facilitation of resources as point of contact for all off hour work that is required by the company or the client

Have administered and/or implemented state of the art trouble ticketing systems

Voice over IP experience a plus

Linux experience a plus

MySQL experience a plus

Virtualization or Cloud Infrastructure experience a plus





Vaco - San Diego
Vaco - San Diego
Phone: (858) 642-0000
Web: http://www.vaco.com


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Published at 27-02-2014
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