Technical Customer Support Manager
Job Description:
The Technical Customer Support Manager acts as a liaison to clients and is a technical subject matter expert for our online money movement products. Qualified candidate must have a proven track record of professional client interactions and experience in applying in-depth technical support and detailed product knowledge to resolve software issues in a customer support organization. Establishing, maintaining and enhancing client relationships, identifying issues, replicating issues during investigation and resolving them are key success factors to this position.
Responsibilities:
- Manage or assist with managing clients by providing Level II support via phone, email and case management tools. This includes establishing a close relationship with the clients, keeping abreast of all cases submitted, attending client meetings and generating reports and metrics for clients and internal teams.
- Deliver client expectations, provide timely status updates and ensure an accurate and complete resolution that meets or exceeds contractual service levels.
- Communicate directly with client technical teams to understand business requirements and provide technical recommendations and guidance.
- Assist with troubleshooting software application errors by replicating client issues and provide advanced technical expertise by analyzing server logs, XML code and Single Sign On information as required to replicate reported errors and work towards resolution in the integrated test environment.
- When applicable, engage the Customer Support team engineers for assistance. If further assistance is needed, lead cross-functional efforts with Engineering, QA, Operations and other internal teams to identify and resolve client issues.
- Develop in-depth understanding of product knowledge across all products and impart knowledge to clients and other team members.
- Engage clients in assessing their business needs and making recommendations on optimizing software and processes.
- Understand the technical requirements of client implementations for customer accounts.
- Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams.
- Follow a set of scripts to triage reported issues/cases to internally escalate for immediate action.
- For service interruption issues, gather status from our internal teams (Engineering, Operations and Release Management) and notify client base on all system maintenance and service interruptions, as per the service level agreements.
- Attend internal meetings and cross-train other teams/team members on processes and client-specific installations.
- Partner with internal Client Relations team to create a single, seamless CashEdge face to the client.
- Partner with internal Client Integration team to work on special projects and enhancements for clients and internal process optimization. Participate in all stages of specific client projects from kick-off through post implementation.
- Develop proactive tools to continuously improve customer support processes.
- Assist in the development of other employees through participation in education and training activities.
- Show flexibility and willingness to be on-call when required to ensure client support is not impacted.
- Demonstrates initiative and thrive in a fast-paced environment with dynamic priorities.
Qualifications Requirements:
- Minimum of 4-5 years client-facing technical support experience in a post-sales Customer Support organization.
- Demonstrated ability to solve complex technical issues requiring in-depth research and analysis.
- Articulate English communication skills - verbal and written.
- Attention and accuracy to detail.
- Good knowledge of browsers and internet.
- Proficient use of MS Office (PowerPoint, Excel and Word).
- Ability to take initiative and drive process changes for improvements.
- Excellent technical, analytical and problem solving skills.
- Professional understanding of voicemail, email and chat etiquette.
- Experience in Financial Sector.
- BCA or MCA.
- 4 year college degree in Computer Science or related field of study.
Qualification Pluses:
- Experience with Web Services technologies.
- Experience in Software Engineering or Quality Assurance.
- SalesForce CRM experience.
- Working understanding of one or more of the following: XML, J2EE, Oracle SQL, SSO.
- Network operations experience.
- Experience in US banking industry a plus.
Location:
Northern CA
Travel:
Occasional (less than 10%) travel may be required.
To Apply:
Please send Microsoft Word version of resume to USAcareers@cashedge.com
CashEdge is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class.
If you have questions or would simply like to get more information about career opportunities at CashEdge, please feel free to email us at USAcareers@cashedge.com.