Sequoia Retail Systems, Inc. is the leading independent provider of comprehensive point-of-sale, inventory control, e-commerce, and textbook management systems to colleges and universities throughout the nation. With a sole focus on developing and integrating technology into the College and University retail market, and a staff that includes many industry veterans, Sequoia has grown with its customers over the last 25 years. Headquartered in Silicon Valley, with an office in Raleigh, North Carolina, Sequoia Retail Systems offers employees an opportunity to work with an industry leader in a collegial environment.
We have an opportunity in our Raleigh, NC office for a Technical Support Manager who will manage and be part of a dynamic and growing team within our Client Services Department. This position combines personnel management, tactical planning, and customer service and is ideal for a proactive, continuous improvement focused professional. The Technical Support Manager will manage, direct, and coordinate up to 10 employees in Tech Support to ensure technical issues are being identified, tracked and resolved. Our ideal candidate has strong problem solving skills, is highly collaborative and focused on customer success and satisfaction. The best Technical Support Managers are cool under pressure and remain courteous and efficient.
Major Responsibilities / Activities:
Manage, coach, mentor, and motivate the Client Services Technical Support group through performance management and career development/planning
Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting, and employee engagement
Hire, train and provide performance management for Tech Support team
Provide management reports for Help Desk operations and issues regarding the support Sequoia Retail Systems applications
Develop performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered
Resolve escalated customer and vendor issues
Resolve daily issues of a complex scope that impact the team and overall Client Services objectives
Assist in creating and managing escalation procedures and ensure service levels are maintained
Assist in the documentation and reporting functions regarding technical support activities
Participate and assist in driving the knowledge management process
Minimum Requirements:
2 – 5 years of management experience in similar role; demonstrated success managing a staff of 5 – 10 employees
Demonstrated understanding and experience in the direct management of technical support and/or customer service representatives using call center/Service Desk and call tracking applications in a dynamic Contact Center environment
Demonstrated leadership abilities and be execution oriented.
Ability to quickly establish and maintain effective working relationships with partners, company management and fellow employees
Strong communications and listening skills as well as the ability to deal effectively with a wide range of customers and staff
Does this sound like the kind of challenge you're looking for? If so, please send your resume to HR@sequoiars.com.
Principals only, please. Sequoia Retail Systems does not accept unsolicited agency resumes. Any agency resumes submitted without a signed agency agreement become the property of Sequoia Retail Systems.
------------------------------------
********************************************************************
Read the new KIT List blog at www.kitlist.wordpress.com for job tips and to connect to our community!
Please go to www.KITlist.org to join, post jobs, or get answers to common questions. If you have any comments or questions, you can reach us directly at KITtechmoderator@KITlist.org.
By using the KIT List you agree to comply with the Terms of Use on the site, and will not use discriminatory employment practices. The KIT List is a service of Connelly Communications, Inc.
TO UNSUBSCRIBE:
Replying to KIT emails with an "unsubscribe" request does not work.
Instead, just send an email (from the same account you used to subscribe) to KITlist-Tech-unsubscribe@yahoogroups.com. If you are still receiving emails after a few days, please email us at KITtechmoderator@KITlist.org and we will manually remove you. Thanks!
Yahoo! Groups Links
<*> To visit your group on the web, go to:
http://groups.yahoo.com/group/KITlist-Tech/
<*> Your email settings:
Individual Email | Traditional
<*> To change settings online go to:
http://groups.yahoo.com/group/KITlist-Tech/join
(Yahoo! ID required)
<*> To change settings via email:
KITlist-Tech-digest@yahoogroups.com
KITlist-Tech-fullfeatured@yahoogroups.com
<*> To unsubscribe from this group, send an email to:
KITlist-Tech-unsubscribe@yahoogroups.com
<*> Your use of Yahoo! Groups is subject to:
http://docs.yahoo.com/info/terms/
No comments:
Post a Comment