Technical Support Manager

Website Berman Larson Kane

Best Technical Staffing Since 1980

Technical Support Manager Position

The Technical Support Manager will manage a small support team and will directly contribute (hands-on) to successful and timely technical support outcomes.   The successful candidate will:

  • Become a product support expert for our line of communications recording solutions.
  • Learn and understand software and hardware supported by the company.
  • Participate directly in the support queue (as a member of the support team), taking incoming trouble calls/emails, troubleshooting the problem and providing resolution in a timely manner.
  • Serve as company liaison with resellers on technical support matters.
  • Continuously manage every support ticket in the system, to determine urgency and closure.
  • Monitor and follow up on all requests from submission to resolution.
  • Collaborate with resellers to fully understand problems and to set expectations.
  • Independently trigger escalations whenever necessary.
  • Collaborate with internal Development Engineers to determine steps toward resolution.
  • Provide technical training to resellers’ technical and installation staff
  • In depth experience working with at least one CRM system. Jira experience preferred.
  • Experience providing tier two support for a software product.

Desired Skills and Expertise

  • Bachelor’s degree in Computer Science or related field
  • Strong time-management/project management skills
  • Ability to stay focused on core responsibilities while successfully handling a wide spectrum of client requests
  • Proven troubleshooting, analytical and problem-solving skills
  • Strong written and verbal communication skills
  • Friendly and courteous demeanor with emphasis on strong customer service
  • Willingness to be “on call” and work extended or unscheduled hours as needed

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