Solutions Support Manager
SquarePeg
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See open jobs at SquarePeg.See open jobs similar to "Solutions Support Manager" NEXT Frontier Capital.Customer Service
Staten Island, NY, USA
Posted on Sep 13, 2024
About The Role
Our client is seeking a Solutions Support Manager with strong technical and communication skills. You’ll dive right in and be an instrumental member of our technical team and will be exposed to our client's platform and our internal and external partners.
What You'll Do
Our client is seeking a Solutions Support Manager with strong technical and communication skills. You’ll dive right in and be an instrumental member of our technical team and will be exposed to our client's platform and our internal and external partners.
What You'll Do
- Team Leadership and Management:
- Lead and manage a team of Support Engineers providing guidance, mentorship, and support
- Foster a customer-centric culture within the team, focusing on delivering high-quality technical support and ensuring customer satisfaction
- Collaborate with the Vice President of Technical Solutions to define strategies, goals, and priorities for the Solutions Support team
- Technical Support and Issue Resolution:
- Oversee the support operations and ensure timely and effective resolution of customer issues related to Microsoft Azure solutions
- Collaborate with cross-functional teams, including product development and engineering, to escalate and resolve complex technical issues
- Provide technical expertise and guidance to the team in troubleshooting and resolving customer support cases
- Customer Engagement and Relationship Management:
- Serve as a key point of contact for escalated customer issues, ensuring effective communication and resolution
- Build and maintain strong relationships with enterprise clients, understanding their needs and providing proactive support
- Collaborate with the sales team to support customer retention and identify opportunities for upselling and cross-selling
- Performance Monitoring and Improvement:
- Monitor and evaluate the team's performance, including response times, resolution rates, and customer satisfaction
- Identify areas for improvement and implement strategies to enhance the team's performance and productivity
- Stay updated with the latest industry trends and technologies to provide effective support and guidance to the team
- Minimum of 8 years of experience in technical support or a related role, preferably in a software or cloud computing environment.
- Strong leadership and managerial skills, with the ability to motivate and develop a team.
- Excellent technical knowledge and experience with Microsoft Azure and related technologies.
- Familiarity with virtualization technologies, preferably AVD (Azure Virtual Desktop).
- Effective problem-solving and decision-making abilities.
- Strong communication and interpersonal skills to engage with customers and internal stakeholders.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Bachelor's degree in Computer Science, Engineering, or a related field.
- Knowledge of Active Directory, Group Policy, and identity management concepts.
- Experience with ticketing systems, such as JIRA or ServiceNow.
- Certification in AZ-140 and AZ-104 is highly preferred.
- Familiarity with ITIL or other IT service management frameworks.
This job is no longer accepting applications
See open jobs at SquarePeg.See open jobs similar to "Solutions Support Manager" NEXT Frontier Capital.