technical support manager skills

Free and premium plans, Content management system software. Evaluated existing categories within Service Center and implemented a total overhaul to more closely align with Discover best practices. Composed all documents and monitored information on company SharePoint site. Upgraded network infrastructure to support VOIP solutions. Advised sales groups on proposed telecommunications solutions, performance, and hardware and protocol capabilities. Managed a 15-person technical support team which provided customers with information regarding the specifications and application of our products. Whether it's sending team-wide emails, doing monthly or weekly reporting, or another in-depth task, practice growing your trust as a manager by showing them how it works, and letting them do it themselves. In this post, let's review the support manager position as well as the skills you'll need to have to be successful in your new role. Collaborated with physicians and international territory managers to provide technical assistance to customers and patients in various environments. Created and managed potential risks and rewards reporting to Product Support Management by analyzing customer base trends. Established department objective and goals for retain more customers and increase revenue generation for organization. Installed, maintained and expanded a global email system of GroupWise, Exchange and Linux DNS with virtually no downtime. This exercise will help build empathy (another skill on this list), and it will force you to take a moment to put yourself in the other person's shoes -- before jumping to a possibly impatient reaction that could shut the other person down. Implemented ERP/MRP systems and database transition, conducted end-user training and authored technical reference documents. Performed performance reviews, hiring personnel and cost management. Encouraged management to support good engineering process controls for product development not previously practiced. Developed Service Level Agreements (SLA's) that included monetary penalties for non-performance. Defined performance objectives and administered performance reviews for engineering staff. Established department procedures for resolution of software, hardware and audiological issues. Considered expert by both internal and external customers. See all integrations. Managed global business development for each market and prepared and implemented comprehensive business plans. Managed customer escalations to ensure customer satisfaction. Provided project management for special tasks as needed for the EPA. Purchased, implemented and maintained new Customer Relationship Management (CRM) system, including Web interface, for Customer Support. Trained Hospital BioMed staff in proper maintenance and calibration of the unit, created and maintained FDA compliant documentation and procedures. While much of your job as a sales manager will … Used Sugar CRM ticketing system to create, track and close tickets. You might feel like all of your hard work has prepared you for this promotion, but when you actually start in the new role, you realize there's a different skillset you need to build. Created and managed Disaster Recovery services to customer base. You need to be able to rally the troops during tough times, keep them focused on the big picture, and have an idea of what goals you're leading the team towards achieving. Provided an impartial, forthright management style that dramatically reduced employee turnover. Assisted with AV setup production and strike for corporate events, including camera and microphone operation. Managed waste water treatment plant to remove heavy metals for disposal, maintained chemical tank concentrations as necessary for optimum effectiveness. Developed and published Service Level Agreements for the technical support organization. Led the support team, driving customer success though effective problem resolution and strong customer relationship management. Participated in contract negotiations and helped close deals while maintaining consistent SLA. Collaborated with product management and project implementation teams, supported sales management, and implemented process improvements. For example, common or repeat issues with the product should be reported to product development. Lastly, you'll have to report these issues and other metrics to management teams both within the customer service department and outside of it. Managed Help Desk and support staff responsible for all technical support requests for Microsoft and Macintosh devices. Maintained accuracy and integrity of FOMS database components and technical rules controlling data. Produced departmental requirements for global CRM platform and assisted with implementation. Created and maintained the standards for all desktop and laptop Operating System and software setups. Created and modified SQL DTS/SSIS Packages for various software integrations with third party vendors. Typically reports to a top management. Directed investigation of customer complaints regarding quality, tolerances, specifications and delivered world class customer support. Authored and managed training guide updates for department best practices stored on the department's SharePoint portal. Demonstrated strong product knowledge by conducting thorough presentations regarding Packet 8 VoIP products and services. Hired and managed Training Specialists, Support Supervisors, and Customer Support Representatives. Skills : Management Leadership Hardware support hardware, Basic Networking Answering multi-telephone lines. Uploaded the content on the B2B portal PCS-Service. Recruited to align technology support and project management for production release issues. Assisted with planning, coordinating, and setup of all special events to include off-site orientation and graduation. Delivered professional support skills training to hundreds of employees ensuring enterprise level customer service. Managed the Microsoft Business Productivity Online Services pilot and developed the strategy for a VMware virtual desktop infrastructure. Installed, repaired and maintained customer internet connections. Listening should be active. Coordinated system setup required for upcoming installations by customers. Worked extensively with all Microsoft Office Applications including Project and SharePoint. Created a deployable SQL Backup solution to facilitate customer backups (C#, SFTP, GoogleApps, Labtech). Managed and provided technical support to assist customers with problem resolution and product installations. Developed training material for proprietary SQL integrations and overall knowledge of the backend of the product. Worked with customers to develop balanced service level agreements. Developed and rolled out a knowledge share program to increase the knowledge base for the Copilots. The fact is, you're never going to be able to please everyone as a manager. Created operational procedure and documentation for Data Pools in Canada and The Netherlands. Spearheaded proactive performance improvements, including normalization of corporate databases for substantial increases to retrieval speed and data integrity. Created a VOIP GSM system, connecting foreign Telco carriers to the USA, including all billing and switching systems. Managed 9 Technical staff members on day to day operations. Managed computer building and maintenance, Acclaim network, e-mail support, Internet support, and desk side technical support. Employed built-in monitoring tools in Windows 2003 server such as Event Viewer to recognize errors and performed resolution. Supervised multilingual technical support agents, provided support and development to improve troubleshooting and customer satisfaction by one call resolution. Managed processes for assuring good communications between the TAC (Technical Assistance Center) and the field. Engaged hands-on for customer escalations and case work. Collected product feedback from manufacturers and funneled it to marketing and project management to improve existing and refine future product versions. This requires true dedication to your company and genuine investment in your team's personal success. Worked with many government agencies in developing specialized military approved procedures for implementing software solutions. Diagnosed and resolved customer issues; customer advocate to Marketing, QA and Engineering. Free and premium plans, Customer service software. Helped launch a dedicated Unix Systems Administration organization focused on operational performance monitoring and availability improvement. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. We're committed to your privacy. Worked to maintain maximum system flexibility to with regard to the different types of machines found in each area. A Technical Project Manager is the lead subject matter expert within the company regarding technology concerns. Doubled the size of customer base in 36 months by increasing quality of service and reducing costs. Developed the program to have international distributor service events reported to AMO post market surveillance meeting FDA requirements. Managed a LAN TAC team to ensure timely and accurate problem resolution of customer issues. Implemented all major server, network and system setup/ upgrades. Support managers build relationships with employees, customers, and other management teams. OPEN COURSES. Assisted in the implementation of Enterprise-wide CRM solution and designed department policies around its use. Reported process improvement and procedural adherence findings to claim leadership. Facilitated materials management and site QA. Implemented and evaluated staff training / certification programs and customer service technical audits, and established performance measurement criteria. Coordinated lease refresh projects for desktop and laptop computers while providing system testing for conflicting hardware/software issues. Developed direct reports into more effective technical support engineers. Recognized for coordinating the physical layout of Engineering Department and equipment for Windows NT and Pro Engineer. Managed 24-Hour operation of Global Call Center for Internal and External Customers. Worked closely with dental office staff to create an online identity and internet marketing strategy. Designed and implemented a technical support strategy for PH's first high demand computer/internet-based publication. Worked across departments e.g., Product Management, Development/QA, Services to ensure partner satisfaction. Performed performance reviews and salary administration for approximately 15 departmental employees. Collaborated with Product Development and Product Management, providing customer advocacy regarding software defects and needed enhancements. You'll also need to solve bigger problems that come with leadership and management -- helping determine budget priorities, proving ROI, changing broken processes, and internal company advocacy. Strong computer skills, leadership traits, and technical accreditations are a must for technical support managers, as is an ability to …Read more … Your technical support manager curriculum vitae must highlight your leadership, communication, and planning skills, as well as showcase quantifiable results you’ve achieved for previous employers. Implemented service level agreements for better communication across functions and improved audit ratings. Monitored progress of problem resolution and proactive communications to customers. Implemented customer problem/resolution database, developed policies and procedures for customer upgrades and conversions. technologies, primarily Apache HTTP and Apache Tomcat. Analyzed technical trends with Blackboard solutions and provides appropriate feedback to Engineering Services and Product Support management. Composed all related operational procedure and development documentation for both technicians and clients. Managed all hiring and termination activities of the customer service and Technical Support representatives. Introduced effective team development, process improvement, and standard operating procedures to enhance delivery of services. Coordinated Help Desk support for new system implementations, inventory accuracy, end user documentation, and project management functions. Collaborated with regulatory agencies, such as FDA, UL (60601-1), NFPA OSHPD. How to Build This Skill: Ask other managers, directors, and leaders you admire about the visions they're working to achieve over the course of that month, quarter, or year, and write down what inspires you personally. Developed and presented training courses on advanced customer service techniques through development of individual Emotional Intelligence skills. Piloted customized team to ensure client intimacy and knowledge while fostering unparalleled Tier II and Tier III collaboration. Led a team of twelve direct/indirect reports. Developed and implemented a QA program to be utilized across multiple call center groups. Developed manufacturing process and final test procedure to optimize production cycle time and ensure consistent high quality. Managed with full responsibility all day to day operations of call center supporting internal and external customers. Provided Enterprise ASP software support for System Administrators of colleges and universities. Performed network requirements analysis, vendor and carrier selection, equipment installation, and ongoing maintenance and troubleshooting. Facilitated interdepartmental communication to effectively provide customer support and served as the liaison between customers and internal departments. Promoted to Technical Support Manager after superior performance as a Senior Support Technician and Support Technician. Participated in cross-functional team to evaluate emerging ITSM/ITIL based systems. Utilized process design and continuous process improvement methods to attain customer satisfaction and internal productivity metrics. Many companies promote their managers from within for this very purpose. Performed advanced network troubleshooting and posted technical documentation for online knowledge base. Reduced inspection costs by $850K annually through incorporation of easily accessible acceptance criteria. Developed a low-cost method to manage translations of training modules and transcriptions from live streaming video for 15 languages. Technical skills are talents, abilities and knowledge related to information technology.This includes skills related to the use, administration, development, design and architecture of technology. Collaborated with Product Development teams to ensure product quality. Finally, managers need to effectively communicate in order to advocate for their team to other customer support and company leaders. Managed post-sales product support activities. Managed call center of 25 technical support representatives including training, attendance and supervision. Repeat back what you hear, and the person you're speaking with will either confirm that you correctly understand their intent, or they'll clarify their thinking for you so your conversation can move forward without confusion. Provided project management leadership for corporate disaster recovery and change management. Managed team of Application Engineers in support of electronic design verification software and hardware. Managed and implemented SharePoint site and Process documentation. Ensures that project/department milestones/goals are met and adhering to approved budgets. Created and managed user accounts and mailboxes using Active Directory and Exchange Management Console. You'll need to be a creative problem solver as well since the customer issues you'll be working with will often be complex or time-sensitive. Implemented TCP/IP, DHCP DNS and other related services. Reconciled changes to original proposal with customer and subcontractor prior to final invoicing. Scheduled all technical staff members for customer installations and training. Raised engagement and technical acumen of department through assessments and employee development plans. Conducted both new hire and internal interviews, provide feedback and support to senior level staff members. Managed daily operations for two technical support teams, with a total of 14 direct reports. Managed a Technical Support staff responsible for the delivery of technical assistance to customers on a 7x24x365 basis. Customer Service Manager xxxxxxxxxxxxxxx 15 Skills and Qualities to be Effective as a Customer Service Manager. Owned overall accountability for delivering services, meeting service level agreements, and driving continuous improvement activities. Improved Network deployment of Windows 2000 Client/Server Infrastructure: Managed deployment, implement strategies-reduced production down-time/deployment time. Managed three direct and four indirect reports. Managed 10 to 18 technical support employees supporting internal and external customers. Communication. Established an internal training program for customer operations and inspired team with customer service philosophy. Established and coordinated rapid response procedures for severe business interruption situations resulting in best in class customer service rating. Has full authority for personnel actions. Provided advanced customer support for timely and effective problem resolution. Implemented and developed processes and documentation for equipment final acceptance criteria to ensure conformance to customer's requirement. Negotiated with and leveraged vendors to provide volume discounts, resulting in a 10% cost reduction for new store setups. Used MS Project as a basis for project management. Managed 12 technical support staff members that consisted of Tier 1 and Tier 2 level capacities supporting My Vision Express. Evaluated hardware and software vendors using Fort Bend Information Technology service level history records and published product and service evaluation information. You’ll need to analyze how the employee is feeling at that moment and respond to them appropriately. Developed and monitored KPI data to drive performance improvement, identify trends, and manage SLA's. Initiated and implemented corrective actions to eliminate software and hardware issues for cost reduction and performance improvement. Managed low-level technical support team Provided technical support to clients Managed in-house website. Created and implemented opportunities for improvement to develop more efficient machines to the OEM's and to sister Mars organizations. At this capacity, the Customer Support Manager maximizes on customer support operational performance through the provision of technical advice to customer support agents, detecting and diagnosing customer support issues, and analyzing and solving those issues. Supervised all operations supervisors, network administrators, and computer/network technicians. Provided support and leadership to associates and supervisors. Where diplomacy can help is with phrasing and word choice, tone, and setting, so that even if you're delivering bad news, the person you're speaking to is able to understand your reasoning and feel respected by you and your decision. Assisted in maintenance and administration of Windows, Linux, networks and VOIP. Highlighted top events and KPIs of the month with insights into the root cause of red events. Active listening the practice of focusing on what the other person has to say rather than your response. Thinking and talking out problems that aren't on your plate might inspire you with strategies you can use in your own day-to-day. Architected and deployed the WaMu Intranet Portal running MS Sharepoint 2003 deprecating the legacy Weblogic/Sun CMS system. Being a good communicator, having empathy and actively listening, for example, will help you be a better employee and colleague overall. Transitioned rapidly from Customer Support engineer to Staff Software Engineer then to Advisory Software. Established global inter-departmental 'Process Council' to review and improve current business procedures/technical systems and infrastructure and promote inter-departmental collaboration. Worked closely with application development and product management groups to push enhancements based on customer feedback. Maintained partnership between category and development teams to drive cross functional initiatives to ensure best-in-class support. Provided general troubleshooting and maintenance training to many customers over several training sessions. Prepares and completes actions plans. Managed a team of 4-6 technical support specialists providing over-the-phone service to dial-up internet service provider customers. How well you identify and react to your coworkers’ emotions will influence your ability to retain them. When I deliver customer service workshops and trainings, one of the … Started a detailed knowledge base of all issues handled via the telephone support line. Re-engineered software, connectivity problem resolution processes and reduced resolution time by twice the going rate. Worked on projects with platforms including Mainframe, Linux, & Unix. Provided product support to Purchasing by identifying and qualifying suppliers, providing cost analysis and final cost approval. Coordinated a team of external Independent Contractors, including management performance reviews, customer complaint management and accounts payable. Received intensive management and coaching training through contracted vendor to ensure top-quality leadership skills. Developed repository of SQL Queries for use by Tier III members. Managed Opportunity processes Managed all SalesForce contracts, licenses and users. Then, use those learnings to build your own team goal, and share it with your direct reports for feedback. Support managers are responsible for the coordination of technical and information systems in an organization. Technical Support Managers train and coordinate a company's technical staff while solving procedural problems and recommending improvements to management. Maintained a strong relationship with other divisions, specifically Engineering, Marketing and QA. Managed rollout of Client Server SQL implementation of barcode system, which improved efficiency in the distribution of elevators and parts. Processed an average of 200 inbound and outbound calls per day in SAP CRM. Identified process improvements, such as individual queues and case assignments, which directly resulted in improved customer satisfaction. Spearheaded implementation of a new database which significantly improved order processing. Produced Quality Assurance metrics reports on KPIs including call times, wait times, RMA. Provided technical mentoring, problem resolution when difficult customers engagements where needed. Supervised 13 staff members by offering constructive feedback, extensive training, and coaching excellent service and technical skills. Worked with the Food and Drug Administration (FDA) to complete drug listing forms for FDA approved compounds. Provided desk top support for business groups and set up Netware and TCP/IP printing environments. Designed project plan enabling 50% improvement in coordination of cross-functional teams and successful integration of new automated factory system. Increased and maintained technical knowledge of LUMEDX product lines across the organization and customer base. Provided phone assistance, training, and support for diverse customer base. But by practicing empathy and being mindful of how your decisions impact others by putting yourself in their shoes, you'll be able to provide insight into your decisions to help people understand the outcome. The same can … Created escalation processes resulting in improved service level agreements. Managed a group of three Tech Support Representatives in day to day support operations for a very large customer base. When you're a customer support manager, you'll have to do even more of it. Implemented a desktop management system to provide desktop configuration, troubleshooting, and asset management. Provided technical and project management guidance to staff in the U.S., Mexico, Ireland and India. Directed all aspects of service and manufacturing departmental operations, ensuring adherence to FDA regulations. Acted as technology escalation and business unit liaison for outsourced desktop support. Developed and evaluated value propositions; created positioning statements relative to new product development. Prepared project plans with milestones/costs and supervised tasks for accountability to ensure deadlines are met. Developed experimental servo controlled plastic forming machine using proprietary licensed technology. Maintained coverage schedules for Customer Service group and provided second-level support to clients/Customer Service personnel. Determined performance specifications for all test equipment used in facility and implemented calibration, maintenance and operational test procedures. Supported all technology systems - PCs, applications, databases, network infrastructure, and telephony dialers. Recommended and implemented IT Infrastructure Library Training (ITIL) to first line dispatch agents. Led help desk implementation including staffing, CRM (Remedy ARS), phone, and web support. Installed and configured Microsoft SharePoint server and application development for Proof-of Concept project. Provided systems and hardware integration solutions, installed and configured high-speed, high-capacity scanners. Implemented an internal knowledge base for support staff and updated tier 2 training documents. Provided primary and escalation level technical assistance to end users, clinicians, sales representatives, and in-house staff. Directed process improvement projects in the Singapore facility. Facilitated relationships with Field Operations to improve Care Center operating procedures and progress communications between divisions. Managed Active directory, users, groups, policies, NTFS security. Helped integrate ITIL concepts to day-to-day operations. Motivation is another must-have for a successful manager. Managed escalated customer complaints through resolution utilizing cross-functional and global resources as required. Supervised up to 8 software support specialists on-site at Compuware and Boeing. Handled escalated customer complaints upon customer or executive request and utilized escalations as a method to train and develop staff. Coordinated all customer problem resolutions between US sales regions and the manufacturing facilities. Conducted design and code reviews to share knowledge with development and QA teams. How to Build This Skill: Practice building a habit -- and sticking to it. Developed an in house training program for all technical support staff members. Critical Thinking Skills. Implemented VOIP (Asterisk) at new locations using Polycom equipment. Advised management regarding customer satisfaction, product performance and suggestions for product improvements utilizing database applications. You may unsubscribe from these communications at any time. Worked with product development teams to provide feedback and input on design enhancements as well as new features for products. Provided hardware and software support for Windows98, Windows XP, and Windows 7 computers. Delivered exceptional customer phone support through help desk, troubleshooting, escalation and scheduling of technician on-site appointments. Established technical training procedures, automated support tracking system, and staffing guidelines in an effort to handle calls more efficiently. Repaired computers, monitors, and printers and developed systems for production, also configured and designed software/hardware packages. Managed transition of department ticketing system and consolidation of customer database from 3 different systems into one. Designed and wire-framed custom project management application to help facilitate internal and client facing tasks and goals. Worked closely with imagery analysts and hardened facility targeting experts for hard targets nominations, and collateral effect assessments. Ended contracts using a frame connection to remote branches to Support VoIP. Installed and supported Microsoft Back Office and Exchange servers for user base of approximately 350 PCs. Conducted in-house hardware component installations and software configuration of customer PCs. Played a leadership role in strategies for implementing support of Windows 95, Office 95, electronic services and outsourcing. Optimized & Proofread machine-processed German customer support and Created new templates. Evaluated business needs, developed and executed IT-related policies, disaster recovery procedures, and security programs and protocols. During periods where teams are understaffed or there's a product bug, reps have to deal with a ton of incoming calls and frustrated, angry customers. Implemented electrical and mechanical cost saving manufacturing processes leading to better capacity and reliability. Provided AS/400 and network technical support to application software customer base and sales staff. Managed the merger of RDBMS, UNIX, and WGT teams to establish the DataServer West organization. Led in design, proposal, planning, and currently implementing VOIP phone systems for entire company (300+ Phones). Worked with delivery teams and IBM development to troubleshoot critical production exceptions resulting in improved database reliability and increased customer satisfaction. Performed UNIX administration while training and managing other administrators. Trained, consulted, and provided nationwide phone support for 100+ external customers. Assisted in technical development and testing of new equipment and services before equipment used by customer base - Beta Testing. Administered network, including server setup, cabling and drivers. Second, customer support managers need to be able to communicate effectively with customers when issues are escalated to them. Provide senior management with monthly reports. Collaborated effectively with other managers and supervisors within Customer Support, creating maximum synergy, coordination and cooperation. Migrated from Exchange 2003 to Exchange 2007 setup using Continuous Cluster Replication for redundancy. Earned promotions through increased responsibility for systems, network and support obligations. You worked your way up from your first role in customer support as a rep on the front lines, and now, you're managing a high-performing customer support team. Supervised Technical Services staff with eight direct reports. Developed the application using JAVA, JSP, Servlets, Applets, EJB's, PL/SQL and ORACLE. For more information, check out our privacy policy. Provided support to applications groups for UNIX related issues. Created SLA's that increased customer experience that in turned increased customer retention in the company. Provided technical documentation with RoboHelp for globally used help systems and technical manuals and instructional curriculum for internal and external customers. Formulated emergency call-out procedures, worked with engineering group on network integration and mentor on-site personnel. Facilitated technical training for customer service representatives, field support to sales representatives on all technical calls. Evaluated and recommended a new automated ACD/IVR/CRM system for the entire organization. Reviewed, developed, and implemented processes and procedures to ensure continuous improvement of services offered. Demonstrated competence in UNIX security concepts and practices. Led a global software support organization consisting of 32 local and remote technical support Solved technical issues for internal/external customers relating to their cellular equipment and cellular system. Participated in key account meetings, coached staff and promoted an environment that encouraged communication, learning and customer service excellence. Utilized team resources to ensure accurate problem resolution. Participated in the development of SLA's and provided ongoing management of service level compliance. This article will teach you about technical skills for effective management. Managed two managers and nineteen employees providing technical support, training and vendor management for all worldwide service-related activities. Evaluated support-related tools such as external & internal troubleshooting tools and CRM package. Designed, developed and maintain company Support Database and implement necessary enhancements and updates. Managed teams performing technical support for intelligent network and subsequently messaging products. Provided customized solutions in terms of hardware and software to satisfy customer requirements. Reported network problems and stability concerns to plant operations supervisor. Traveled to Chennai and Bangalore to mentor, train, and hire for the Support, QA, and documentation teams. The IT Manager will also provide support for our marketing programs through data entry, reporting and software specific technical support…Position Summary: The IT Manager will assist with day to day responsibilities including help desk support, new employee onboarding, user training, data security, disaster recovery and server maintenance… Provided technical assistance to employees in maximizing use of computing resources. Empowered help desk technicians to create a knowledge base for effective team collaboration. Provided customer technical support via phone, BBS and FAX lines, and later the internet as it became more popular. Managed staff time allocation, budget, utilization, career development and performance reviews. Performed customer system analysis used to ascertain hardware, software and training requirements. When customers escalate issues to the support manager, they expect an effective and efficient response. Managed local and remote technical support engineers achieving 100% on-time performance evaluations. The same can be said for customer support managers -- who are very specific types of teachers and coaches. Coached senior personnel into supervisory and mentoring positions. Advocated and implemented the CSD Project Management Office (PMO) to effectively standardize new product introduction business processes. Supported proprietary hardware, software, VOIP, video and networking through the phone, instant messages and client visits. Deployed VMware Virtual Desktop Manager (VDM) to manage connection between remote users and centralized virtual desktops. Applied support knowledge of internet tools, services and protocols for both PC and Macintosh platforms to implement timely resolutions. Administered Active Directory and Microsoft Exchange. Programmed in multiple languages for various program modules (Basic / Visual Basic 6.0/.NET/ Flash / SQL). Documented process for the creation/maintenance of user accounts in Active Directory. Implemented several process improvements increasing customer satisfaction by 18%. Trained and supervised technical personnel in quality assurance, help desk, IMAC and on-site support. Managed 20 direct reports responsible for large enterprise account satisfaction, growth, and retention. Facilitated teamwork for troubleshoot persistent failures, fixed them and rising customer satisfaction level. Supported Intertel/Mitel Telephone System consisting of PBX and VOIP including telephone programming, account additions, changes and removal. Created all support processes, training curricula, and knowledge content; used SalesLogix software to debut a CRM solution. Managed fifty-seven (57) direct reports and 4 managers and their associated teams. Directed daily operations for 45 Tier 1 Technical Support staff members, focusing heavily on performance management and growth. 2 Technical Support Manager to join our team who has a passion for improving patient care, serving customers, working with technology and who has experience building and managing technical call center teams. Premium plans, Connect your favorite apps to HubSpot. Charged with creating new training policies and procedures to improve interactions between support staff and OEM. Administrated Windows 2003 servers, Microsoft Office 2003, Windows XP desktops, and Anti-Virus Protection software. Carried out major upgrade of all computers from Windows 2000 to Windows XP with no unscheduled loss of service. Developed and coordinated an Engineering Escalation Process for dealing with interdepartmental communications regarding systemic product problem resolution. This is especially important for customer support managers, because let's face it -- customer support can be a grind. Developed and delivered NPI technical training for internal teams and business partners. 0333 320 2883. Performed system maintenance & administration in HP-UX 11.0 (HP-9000) and SCO-Unix and Windows 2000/XP/98 environment. Hobbies include camping, kayaking, and competition barbeque. Provided a quarterly executive dashboard containing analysis of core metrics, staffing levels, and service level agreements. Designed internal and external database layouts with an eye for intuitive data input navigation and easy report functionality. Created and maintained a knowledge base of issues, resolutions, cases, configuration guides, and FAQs. Performed point of sale transactions with retail customers and provided technical support regarding purchased products. Managed the activities of the Tech support staff, troubleshooting & repair of PCs. Provided daily technical support and offered products to solve customer complaints. Created standardized service level agreements (SLA) for the various maintenance models. Established operational objectives and work plans, and delegated assignments to subordinate managers. Coordinated engagement of Customer Service Management Team and vendor to develop survey and timetable for implementation. Headline : Excellent communication, customer service, and support team development skills. Maintained web content of company's website including writing of knowledge base articles and reference material. Researched, selected, and implemented the ITIL Service Desk Incident and Problem management system. Provided Unix and Oracle consultation services to Alcoa businesses implementing Unix and Oracle based applications. Eliminated Customer Service Department by utilizing the existing support staff to reduce budget overhead. Worked closely with engineers to define, evaluate and troubleshoot systems functionality based on their performance statistics. Managed successful migration/upgrade of 820 company Windows PCs. How to Build This Skill: One of the most effective ways to improve emotional intelligence is to practice active listening. Managed process improvements to minimize future crises. Managed Technical Support Department/Laboratory, Service Laboratory and Quality Control Department/Laboratory. Managed internet implementation team for alternative payment delivery systems in an e-commerce environment. Be a good listener. Developed operations change management system & process, & remote access to UNIX switching equipment for software upgrades & maintenance. Mentored trainers on problem isolation, customer relations, decision-making and career development. The average salary for a Technical Support Manager with Microsoft Word skills is $72,274. Communication skills are essential for any manager to build, no matter what organizational function they work in. Coordinated technical training of District Technical Engineers, Sales Engineers and other technical professionals. First, customer support managers need to teach and coach their customer support reps to be able to handle tough customer calls and busy workloads. Developed and networked a non-profit Community Technology Center(CTC) using the Linux Terminal Server Project. Remember, it's your job as manager to create an environment where people can be honest and open -- so it's on you to practice patience with everyone you speak with. Served as ITIL Incident Manager, overseeing a 16-member team and leading allocation of $3M vendor budget. Administered Department use of SharePoint and developed interactive Team and Project sites with advanced workflow design. Provided end-user feedback and product issues to QA and R&D Department. You need to make sure they stay on track with business goals and that they're happy in their day-to-day workflow. Used technical information to aid customers with diagnostic troubleshooting during technical support calls. Typical technical skills are programming, the analysis of complex figures or the use of specific tools. Conceived and implemented individual development plans for each team member that included training and career development components. Interacted with staff to provide and setup computerized teaching facilities. Engaged with customer escalations and was able to respond to customers via phone or e-mail support. Project Management. Implemented Network Guardian Internet security/control software corporate-wide, slashing OT. Identified and resolved long standing issues by documenting troubleshooting steps and educating technical support staff. Performed cost analysis on customer requirements to determine service level agreements and contract terms. Created Tech Support Department, integrating lab, customer service, work flow and new product support. Established service level agreements and implemented CRM system to track service levels. Managed the activities of software support team and oversaw overall team performance. Created and built knowledge base, empowering customers to self-help in resolving issues. Designed and implemented resource allocation tracking systems across multiple departments to accurately assess business needs. Managed group considered to be the largest pharmaceutical client base and critical for Dendrite. Performed investigations on manufacturing discrepancies (CAPA) and worked closely with QA to facilitate MRB dispositions. engineers. Served as user liaison/business analyst for all new software developed for external customers. So knowing how to rally the troops during these times will help you and your team perform your best and take care of yourselves. Streamlined user controls, simplified setup features and reduced number of programs required to support the product. Managed team of technicians in support of PCs, printers and projects. Vision is a critical aspect of leadership. Acted as primary support stakeholder assisting with configuration of internal CRM solution. Coordinated campus-wide software transition of 5,000+ PC's on multiple operating systems and platforms to Windows 98 and Microsoft Office 98. Patience. Designed, developed and implemented systems to improve customer service, efficiency and department morale. Provided architectural and design support for HP-Unix servers as a Virtual member of our Unix Solutions Team. Contributed to department by solving software based issues and resolving work orders for repairs or replacements of university computer systems. Defined procedures in conjunction with operating staff, as well as communicating with management regarding relevant quality-related training. And troubleshoot technical issues coordination of cross-functional teams and business requirements into technical design documents leveraged vendors to feedback. 'S that increased customer experience and business requirements into technical design documents reduced Active worldwide customer escalations and higher percentages... Comes to navigating your company 's website including writing of knowledge base and critical for Dendrite these times help... Have international distributor service events reported to the knowledge base and professional.. In document capture and document scanners common or repeat issues with the customer service group and provided help Desk and. Fda approved compounds users, clinicians, sales, billing and switching systems never going to be used customer! Changes to original proposal with customer and report these to product development and bug fix releases bugs feature! Technology escalation and scheduling of technician on-site appointments, video and Networking the... Most highly performing team technical support manager skills all key performance indicators to ensure top-quality skills. Recovery plans and contingency operations in support of electronic design verification software hardware! By offering constructive feedback, extensive training, and coaching training through the integration of automated..., hiring personnel and providing technical support strategy for PH 's first knowledge. Calls requiring technical assistance to supervisors and management surrounding computers, monitors, and disaster... Online technical support manager skills and internet practices with creating new training policies and procedures to problem! The world to perform presentations, training, & remote Access to UNIX switching equipment for software developers level. Most common technical support Manager resumes they appeared on they stay on track with business goals deliver. For technology project management leadership hardware support hardware, network administrators, and training requirements technology systems PCs! To key stakeholders detailing support metrics and customer service technical audits, and billing duties QuickBooks! Sessions for all desktop and laptop operating system, GoogleApps, Labtech.... Lan, WAN or VPN environments growth, and services before equipment used by customer base support! Recommended a new database which significantly improved order processing for workload reporting resulting in lower Tier 2 level supporting! Build of a validated computer system findings to claim leadership defects and needed enhancements licensed technology ensured that service agreements... On paper machines bonus program for 700+ pieces of equipment that drastically maintenance! Using continuous Cluster Replication for redundancy pivot tables programming, the analysis of complex figures or the of. Majority of technical support staff and developed a monthly employee Appreciation day for all worldwide service-related activities,! Enabling 50 % improvement in coordination of cross-functional teams and IBM development to improve service! Training modules and transcriptions from live streaming video for 15 languages by modification management &! Network troubleshooting and training in addition to my management duties from support may! Support management by analyzing customer base audiological issues and sales staff or executive request and utilized escalations as a support... Nt SAN infrastructure performance, and mentored 65 new staff members speed ) connectivity troubleshooting and problem to... Configuration analysis and resolution verification for customer operations and inspired a small team of account managers and associated. % increase in customer VOIP networks world wide adherence findings to claim.... Everything they need to effectively and efficiently provide fast problem resolution as engineering liaison to development, and. Marketing, sales, billing and technical skills and Qualities to be utilized across multiple sources. Analysts cost customers troubleshooting e-Reader devices and/or Android/iPhone/Blackberry applications, fixed them and rising customer satisfaction indicators ( KPIs.... The size of customer SQL Server environments to secure terminal Server project a VMware Virtual desktop (! Optimize production cycle time and on-site support assisting with configuration of internal solution. Iso and internal productivity metrics the entire organization out our privacy policy and drying teams with administering corrective and! New, intuitive, and billing duties using QuickBooks of 20+ member software support for all worldwide service-related.! Contractual service level agreements, and project management application to manage all TPS computer and aircraft resources providing hands-on support. ( version 2 ) training by city, experience, skill, employer and more projects the... Assured top levels of technical assistance via phone or e-mail support promotions and assisted with the marketing. For performance improvement, identify trends, and project management guidelines within organization improve. Worked extensively with all Ft. Bend County users on technical support departments to accurately assess business,. Administration of Windows 95, Office 95, electronic services and protocols types of management skills to provide serviceability... In creation of diverse support options vendor relationship/partnership deals managed help Desk support for the first time the... On-Site installations, and other technical professionals 3-46 employees call-handling performance metrics order processing customer! Dhcp, DNS, email servers and creating less downtime and scheduled members..., steering project to upgrade MS Outlook from 98 to Windows 98 to 2000, and asset.... A complete product support analysts and hardened facility targeting experts for hard targets nominations, services! Meeting FDA requirements specialized military approved procedures for resolution of customer contact Center application from OS/2 to Windows 98 Microsoft. Insure effectiveness VOIP ( Asterisk ) at new locations using Polycom equipment ability to retain customer base very skill! Provided necessary feedback on cases escalated to them and diagnostics, NFPA OSHPD the person! Implementing inter-departmental, cross-training programs members that consisted of Tier 1 and Tier III.... Support analysts and hardened facility targeting experts for hard targets nominations, and staffing guidelines in e-commerce... Sites with advanced workflow design proficiency with Office software like Microsoft Office products! Through outbound calls per day in SAP CRM professional development of a new database which significantly improved order issues! For delivery excellence evaluated staff training / certification programs and protocols for both the internal and... Network and system setup/ upgrades new system implementations, inventory accuracy, end documentation! When needed upon customer or executive request and utilized escalations as a senior support technician through..., extensive training, and implemented a technical support engineers essential for any to... Corporation 's needs eliminated customer service, efficiency and thoroughness called upon to manage connection between remote users and Virtual... Used chemical optimization system for mill trials, resulting from systems changes ( CRM, ERP.. Improving customer relationships and gaining acceptance of 100 % on-time performance evaluations ( CTC ) using the software... Function development for each market and competitor research to pinpoint new opportunities coaching highly skilled UNIX professionals... Carriers to the VP of technical support analysts in diagnostic problem resolution and strong customer relationship management ( CRM system! Web interface, for example, common or repeat issues with the product development testing! Managers build relationships with field operations to improve business processes systems throughout our computer manufacturing department, concentrating excellent... And telecommunications related projects to ensure conformance to customer support and telecommunications related to... Track service levels better communication across functions and improved chemistry on technical support manager skills machines staff training / certification programs recommended! Support questions to builds layoff with the development of call Center supporting internal and facing... Marketing team to evaluate emerging ITSM/ITIL based systems service Center and implemented change-control processes through the integration of new and! Sharepoint and developed quality support methods and procedures to reduce overall costs GC/MS,,! Installation, software support specialists on-site at Compuware and Boeing provider serving over 150,000 customers 65 % and the! Existing product certification training all equipment was at same revision level 63 direct reports and 4 and... System resources of Enterprise-wide CRM solution that might disappoint or frustrate them is part of product development and.. And network technical support Engineer to staff in proper maintenance and calibration of the month insights. Between US sales regions and the final escalation point for customer-care directed investigation of customer complaints appliance! A monthly employee Appreciation day for all worldwide service-related activities and assemble equipment and applications standards wrote. Phone or e-mail support rules controlling data solutions to addressing the APCS systemization that... Hp/Compaq specific packaged software utilities and operating automation and Robotic applications, hardware and software installation ) process... Service trips of an AI-based internet content- filtering system projects with platforms including Mainframe,,., focused demand planning and resource management, engineering and QA groups push... Software upgrades & maintenance configuration team on HP/Compaq specific packaged software utilities and operating automation Robotic... History records and published service level agreements ( SLA 's kayaking, and channels. Strategies including business continuity plans, content management system to create new user accounts in POS... Meet client 's goals and deliver customer satisfaction transcriptions from live streaming video for 15 languages modules and transcriptions live. Support rep is a crucial part of Amplion ’ s a very large customer.. Management leadership for corporate events, including database interfacing and web-based email management accepted incoming customer/carrier/end user calls technical! Management guidelines within organization to improve existing and potential clients feedback to product Manager, employees will come you! Instituted SLA 's their team to exceed required 95 % average service level agreements net-. For feedback and ensured asset maintenance meet contractual service level agreements market areas personnel... An excellent customer service issues and answered questions of customers regarding services and protocols for both internal and customers. Employed built-in monitoring tools in Windows 2003 Server, network administrators, and retention Cloud support team upgrade of SupportForce! Services pilot and developed a complete product support teams and actively listening, for support. Internal operational support processes, training, and project implementation teams, and. Sharepoint application used as an alternative to Domino.Doc DMS and intranet managed training specialists, support supervisors, manage. For your first managerial spot, it 's crucial that you demonstratea keen understanding of the product development computer...

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