Description

Position requires a degree in engineering or 8-10 years progressive experience in supporting Internet based technology solutions based around Operating Systems support, Storage, Web-based applications, or Systems Engineering. In-depth knowledge of at least one operating system is required. Must have impeccable written and verbal communication skills and have a working knowledge of project management principles.

Direct personnel management in a technical service delivery environment is required along with strong understanding of technical project management. An in-depth knowledge of one or more areas of technical proficiency, storage, networking, Operating Systems, and Internet applications is required. Direct sales and customer support experience in addition to the technical requirements is preferred.

Duties and Responsibilities:

• Develop the strategy and business processes for 3rd/ 4th level software/hardware support organization for current and future products and services.
• Manage 24/7 technical support personnel.
• Oversee and project manage complex integration projects.
• Ability to extend support capabilities by recommending process changes and adjustments to achieve greater efficiency and success.
• Develop both internal and external training programs and associated materials.
• Design and develop escalation, change and configuration management processes and procedures.
• Participate and represent the needs of the Managed Services organization within the company.
• Assist in defining the company's product offerings and expanding our delivery capabilities and service definitions.
• Manage the day-to-day operations of the team including evaluating incident report issues and resolution time periods, interfacing with Account Management and the corporate clients as needed to discuss support issues, communicate with team and other departments.
• Strong commitment to customer service with expertise in successfully resolving difficult customer situations on a consistent basis.
• Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.
• Reports directly to COO.

Qualifications:

• Minimum of 10 years experience in enterprise software focused support role.
• Technical support call center experience a plus.
• Must be technically competent.
• Must possess project management skills
• Proven track record of high performance with progressive software/hardware or services support experience within a fast-paced, customer service environment is required.
• Experience with Call Handling and Ticketing systems as well as performing ongoing call statistics analysis based on the metrics collected from the system.
• Experience developing training materials and delivery techniques to consistently deliver high quality service that is measurable and quantifiable.
• Strong time management and planning skills required.
• Excellent leadership and management skills with the specific ability of training, motivating and rewarding a motivated support team.
• Excellent writing, editing, communications, presentation and interpersonal skills.
• Excellent client facing skills with the ability to understand client issues and assist in problem resolution and management.
• Strong PC and software applications skills.
• Bachelor's degree or equivalent training in business is required. Masters degree highly desirable.

City: Raleigh
State: North Carolina

HOSTED SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER