Technical Support Manager- Customer Services

JOB TITLE:	Technical Support Manager- Customer Services
LOCATION:	Hyderabad, India
SALARY:	DOE

General Summary

Technical Support Manager will be responsible for managing the Support team in delivering high quality technical support to SumTotal’s global customer base.

Essential Job Functions

The Manager will play an integral role in the success of the Support team. Specifically she/he will be responsible for:

• Developing, managing and directing the work of Product Support Engineer staff by reviewing outstanding customer issues, and through managing Key Performance Indicators.
• Review of incident status and providing technical help to support engineers on specific issues.
• Driving Performance Status and meeting Performance parameters with respect to volume handled & resolved, resolution time and SLAs.  
• Acting as the senior manager level escalation of client support issues. Managing Critical and High issues to resolution.

Knowledge, Skills, and Abilities

• Strong customer orientation, accurate and logical problem solving skills, excellent communication skills, the ability to work in a team and strong code debugging skills are essential
• Previous experience managing support organizations with proven track record.
• Excellent interpersonal and communications skills.
• Ability to diagnose and resolve software issues.
• Ability to lead and manage teams.
• Excellent written & spoken communication and client facing skills

Education & Experience

• Engineering degree with 8 plus years of experience.
• A programming background with good understanding of Windows 2000 Server, IIS, ASP, SQL – Server and/or Oracle

Inquire about this job at: indiajobs@sumtotalsystems.com with the job title as the subject.

If you would like to talk with us about how we might help you strengthen your learning and development, talent and employee performance, please call us at 1-866-SMTOTAL (866-768-6825) and ask to speak to one of our Sales professionals, or use our online contact form to have us contact you.