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 technology 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.
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