Description
Our client, located in Alpharetta, GA, is seeking a Manager to manage their Technical Support Team. An ideal candidate should thrive in a technically demanding, fast paced environment. You should be able to concisely and accurately describe technical details to peers, managers and customers.
Essential Duties & Responsibilities:
Lead and direct the Technical Support team; including day to day management and professional development.
Drive the resolution of customer issues by working to define and diagnose issues by applying technical expertise, product knowledge, communication and problem solving skills
Prioritize issues of varying severity, and effectively manage the resolution or escalation of all issues within accepted service levels
Appropriately update both customer and internal team with current status of all issues on a timely basis
Advise customers regarding the product's proper use and address specific user issues
Conduct root cause analysis that will lead to effective problem solving
Interface with Technical Operations and Success Management teams to escalate cases that have significant business impact to the customer and/or the organization
Serve as a mentor to the support team, sharing knowledge and assisting others in learning how to find the right solution for our customers
Required Experience & Skillset:
Minimum of 5 years of experience in product support, development, or troubleshooting capacity
5+ years of experience in the following areas
SAAS support
Relational Database/data warehouse
Microsoft SQL Server 2005, 2008 R2
Creating SQL Queries
Strong systems administration experience in Windows operating systems
Experience in installing, configuring and integrating software applications for customer solutions
Understanding of networking architecture, Firewalls, gateways, load balancers, etc.
Availability to be on call or backup team members who are on call
Possesses keen analytical and problem solving skills and view issues logically and from different angles
Experience within a Technical Support team supporting software applications
Must be customer focused and service oriented with the ability to thrive in a team environment
A sense of urgency to serve and contribute to customer success and whatever it takes positive attitude
Preferred Skills:
Proven experience managing technical teams (including team leaders and remote employees)
Proven ability to lead and influence employees and peers to accomplish common objectives
Salesforce.com experience with case management
Experience with troubleshooting tools like Fiddler, Wireshark, Debugview, or Process Monitor
Experience with Microsoft .NET framework 3.0 and above
Good understanding of XML and ability to read XML schemas
Bachelor's degree in Computer Science, Computer Engineering, MIS, CIS, Electrical Engineering, Mathematics or equivalent
Synergis offers comprehensive benefit plans to our consultants, including Medical, Dental & Vision insurance. We also PAY up to 70% of the base medical coverage cost for employee only.
For immediate consideration for Network Engineer position in Atlanta, GA please forward your resume or call
Synergis serves a myriad of clients across nearly all industries, from start-ups to Fortune 100 companies. The outcomes of these relationships are demonstrated in a growing list of more than 300 clients and industry recognitions by Inc. magazine and the Atlanta Business Chronicle. From its foundation in 1997, Synergis has been successfully recruiting and placing IT professionals in all areas of information technology. Recently named the Best Place to Work in Atlanta by the Atlanta Business Chronicle, Synergis has been successfully recruiting and placing IT professionals for over 10 years.