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Customer Support Manager

THE BIG PICTURE

In this role you will be responsible for building, from-the-ground-up, and managing a support team who will provide varying levels of outstanding, proactive, high-touch technical support to Nirvanix's customer base.

This group handles all customer-facing activities related to Cloud Operations. As the Customer Support Manager you will hire and train the technical support staff, monitor and control the workload, and assume the responsibility for overall customer satisfaction. To be successful in this role you should have a passion for developing customer loyalty, and building a customer-focused culture and maintaining a sense of ownership within the department. This is a "hands-on" role, and as the Customer Support Manager you will also be expected to assist and lead in the resolution of technical support cases.

ESSENTIAL JOB FUNCTIONS

    Employee Management
  • Recruit, manage, develop, and retain technical support staff
  • Provide regular coaching and feedback to improve team performance
  • Conduct annual performance reviews for all direct reports
  • Identify and resolve barriers to employee success
  • Champion and recognize employee efforts
  • Maximize efficiency and utilization of the team and its resources
    Case Resolution
  • Research, respond to and accurately resolve complex technical and functional cases, in a timely manner and in accordance with SLA standards
  • Function as primary customer contact for all incoming and assigned support cases, meeting contractual and internal Service Level Agreement (SLA) for initial response and subsequent customer communication
  • Provide expert solutions to customer problems to ensure customer satisfaction
  • Demonstrate strong follow-through and consistently keep commitments to customers and employees
  • Focus on primary support area where depth of knowledge is specialized
  • Proactively take ownership and responsibility for support cases where and when required
  • Escalate customer issues to upper management as appropriate
    Knowledge Management
  • Develop and maintain deep technical knowledge of how company's applications are deployed and configured
  • Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on doing what is best for the customer
  • Create knowledgebase articles and other informational documents to be shared with customers
  • Monitor and participate in discussion forums for the Nirvanix People Cloud Community
    Daily Operations
  • Measure organizational performance, including: customer satisfaction, operating efficiency, service quality, and employee satisfaction
  • Develop innovative and effective programs and processes to deliver proactive, high-touch support
  • Develop and maintain strong working relationships with Cloud Technical Delivery, Engineering, and other departments in Nirvanix
  • Partner with Consulting and other department managers to identify potential process improvements
  • Communicate corporate processes and procedures to the Support Agents to ensure customer contact is handled with a professional attitude and the highest possible level of service

REQUIREMENTS

  • 4-year college degree
  • 2+ years of experience working in the software industry
  • 2+ years working in a 7x24x365 Network Operations Center (NOC) environment where seconds and minutes matter to Enterprise customers using our solution.
  • Prior experience in providing customer support for software applications
  • Prior experience managing a team of 6-30 employees
  • Broad understanding of cloud technologies
  • Familiarity with cloud applications
  • Knowledge of UNIX and Microsoft Windows operating systems
  • Ability to read and write Oracle SQL code
  • Experience working in a start-up environment
  • Experience supporting and troubleshooting J2EE applications required (debug, stack traces, system issues)
  • Experience with Application Server and Web Server technology such as JBoss, IIS, Tomcat, Apache
  • Familiarity with relevant industry best practices
  • Prior experience using a case tracking system (especially Salesforce.com)

Please submit all inquiries with your resume via e-mail to jobs@nirvanix.com.