Customer Support Implementation Manager
2 weeks ago
Technical Support Implementation Manager
Location: On-site
Salary Range: $80,000 - $95,000
Required: Experience in Call Centre and POS Systems
Stelvio Group is seeking a skilled and knowledgeable Technical Support Implementation Manager to oversee our customer support and implementation operations. The ideal candidate will possess a robust technical background and demonstrate the ability to engage effectively with both technical and non-technical stakeholders.
In this pivotal role, you will be responsible for managing a team of professionals while also being a hands-on technical resource. You will act as the primary liaison for engineering initiatives within the department and address escalations related to incidents or challenges. Additionally, you will develop and maintain policies, processes, and procedures pertinent to your area of responsibility.
Key Responsibilities:
- Oversee daily support, implementation, and operational functions for customer sites and internal systems
- Maintain a customer-focused approach
- Lead the management of high-severity issues, including handling support escalations as necessary
- Supervise a team of support technicians and implementation specialists
- Communicate incident updates to senior management
- Manage support ticketing and phone response queues
- Develop and uphold team schedules
- Address customer conflicts and manage escalations
- Collaborate with internal teams to identify root causes of customer issues
- Prepare status reports and metrics for all support activities
- Participate in on-call management rotation as required
- Train new staff and provide ongoing employee development through regular feedback
- Work with the IT department to establish necessary system monitoring and thresholds
- Create and update knowledge base articles
- Set and uphold all customer support and implementation policies and procedures
- Fill in for support technicians and assist with support incidents as needed
- Engage in on-call rotation with peer managers to address after-hours incidents
- Collaborate with the engineering team to ensure seamless transition of new features to the implementation team
Qualifications:
- Minimum of 3 years managing a server-side support team
- At least 3 years of experience as a support or IT engineer
- Familiarity with POS systems
- Strong understanding of network and Windows Server technologies
- Experience in managing and reporting on various aspects of technical support
- Excellent written and verbal communication skills
- Strong time management abilities
- Willingness to adapt work schedule as necessary
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