Technical Support Manager |
| Salary Range: | $55,000-$65,000 |
| Employment Type: | Full Time |
| Description: | Alcove9 is a refreshingly inventive software development company that prides itself on providing extraordinary customer service and support to its growing customer base. Alcove9 provides advanced, on-prem search solutions that allow users to easily find and use their data regardless of its location. The technical support manager possesses technical prowess and excellent customer service skills to provide ongoing technical support to alcove9�s customers. |
| Duties: | � Provides support for customer implementations and resolution of issues.
� Investigates product issues to determine level of priority for effective escalation.
� Monitors customer solution performance to ensure service level agreement (SLA) compliance.
� Responsible for timely escalation of product issues to the appropriate organization within Alcove9.
� Keeps Sales Team informed of issues, resolutions, impact, and customers� operational issues.
� Participates in the successful testing and implementation of new solutions and products, product changes and updates.
� Provide feedback to the development team about product reception and desired features.
� Provides in-depth customer-specific solution expertise to the internal development team.
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| Qualifications: | � Bachelor's degree required.
� Broad knowledge and experience in enterprise software
� Database administration (MySQL Server, Oracle or DB2).
� Preferred background in IT or user support of engineering environments.
� Familiar with multiple CAD data formats and data translations (Dassault Systemes, Siemens, ProE and Autodesk products).
� Excellent verbal and written communication skills.
� Prior customer service experience and technical support is a plus.
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