Careers
Support Positions
Director Of Support
Summary
- Provide team management: 60%
- Day to day care and feeding of support staff via case work reviews and quarterly performance feedback
- Auditing case comments, email content and phone calls for appropriate communication
- Manage staff schedule for 24/7 time zone coverage (incl. technical coverage)
- Be initial customer contact point for all customer escalations; bring in Support Technical Director as required
- Internal Point person on all customer issues: 20%
- Provide Sales/Executive interface for customer status
- Prepare weekly customer report
- Provide operational analysis of service: 20%
- Monitor and ensure adherence to SLAs
- Identify call arrival patterns and staff team accordingly
Essential Functions
- Responsible for ensuring proper resources are engaged on customer problem resolution as efficiently as possible.
- Lead the teams to meet or exceed all service level agreements and customer satisfaction goals.
- Work with peer in a matrixed organization to ensure complementary skill sets are leveraged to their most efficient and team of support engineers are always aware of common organizational goals.
- Provide mentoring and career guidance at both the individual and team levels to ensure support engineers’ job satisfaction and long term retention.
- Gracefully handle customer and internal escalations to ensure the right priority and focus is applied to each situation depending on the circumstances.
- Provide timely and insightful feedbacks to the engineers so that they can successfully manage their careers at StrongMail.
Minimum Job Requirements
Education: Minimum of College Undergraduate Degree.
Experience: Minimum of 10 years of work experience in a customer service or customer facing role. Four or more years of increasing management responsibility to business customers.
Specific Skills:
- Strong problem solving background, with an understanding of the customer support environment
- Solid knowledge of email marketing industry, preferably with support experience at an email service provider
- Strong leadership qualities to lead a distributed staff to efficiency
- Ability to identify and present trends with supporting data to management
- Very strong verbal and written communication skills, when dealing with both technical and non-technical people in all levels of an organization
- Ability to listen and respond well in a sometimes chaotic and highly pressured environment
- Ability to work in a matrixed environment.
- Working knowledge/exposure to e-mail systems, digital marketing, HTML, Flash, XML, Linux and Web-based applications, and database operations a plus
Supervisory Responsibilities
- Manage a number of distributed teams and individuals by leveraging team leads.
- Fiscal control & budgetary input.
Support Engineer
Responsibilities
Resolve incoming customer case in a timely and effective way to ensure maximum customer satisfaction and success: 70%
- Provide expert technical and product support to our customers.
- Respond promptly and professionally to customer issues received via telephone, email, web, & internal escalations.
- Consult with customer to provide best solutions for complex problems or requests.
- Document each customer incident in support tracking system in a clear, concise, and understandable format.
- Create bug reports and interact with Engineering team on product defects.
- Create test cases or work with customer to provide exact means to reproduce customer issues.
- Provides customers with step-by-step instructions; contributes information to new training development programs.
- Mentor teammates on areas of expertise.
Advocate on behalf of customers to Sales, Marketing and Engineering teams to produce the best possible product: 15%
- Escalate any unresolved customer issue to appropriate resources and seek timely resolution.
- Contribute to technical reviews within Engineering.
Continually search for ways to improve customer experience with StrongMail: 15%
- Improves documentation and other customer resources by recommending changes in on-line and hard-copy documentation.
- Improves product performance by identifying persistent problems; recommending changes; forwarding information to product development staff.
- Recommends new methods of responding to and resolving customer issues.
- Add to and maintain internal and external knowledgebase.
Required Skills & Experience
- Extreme customer focus
- Strong knowledge of Linux/Unix OS, preferably RedHat.
- In-depth knowledge of SMTP protocol and email delivery systems (sendmail, qmail, exchange, etc.).
- Strong knowledge of system administration and including networking.
- Experience with LINUX shell scripting, PERL, MySQL, APACHE, LINUX and Windows.
- Application development experience using Perl, C++, SQL, XML is a plus.
- Technical skills in enterprise software troubleshooting.
- Excellent communication, presentation, organization and time-management skills.
Minimum Job Requirements
- Education: Minimum B.S degree in Computer Science or equivalent.
- Experience: Minimum of 3 years work experience in IT industry in a technical discipline most of which should have been spent in a customer service or customer facing role.
Reporting Relationship
- Support Engineers will report to the Manager of Customer Support.
