Allencomm

Technical Support Manager - Portal Solutions

US-UT-SLC
2 weeks ago
ID
2017-1086
# of Openings
1
Category
Information Technology

Overview

Finding the right new job is tough. To help, we want to highlight our opportunity before diving into the standard job description. Why? Just like you, we want to work with good people—and that means people who bring not just great expertise, but who also contribute culturally. Here’s why we think the opportunity on AllenComm’s portal team is one worth talking about:

 

  • AllenComm as a business is privately held and stable, with a mature client base. We’ve been around for more than 30 years, and we have a record of sustained, organic growth.
  • Our work in technology-driven learning and performance wins more annual awards than we have display space. If you want to work with amazingly talented teams to deliver innovation and quality, AllenComm could be right for you.
  • We work with the best-known brands in the world, day in, day out, on their most important performance and learning projects. There’s no better place in our market to build a diverse portfolio.
  • The portal team (a specific division within the company) has enjoyed record-breaking success, opening the door to new opportunities and development options in the coming year. We’re looking for people with vision and drive, who can help us advance our portal technology in ways that will change our industry.

 

In summary, we want candidates who are good at what they do, of course. But just as important, we want team members who contribute to a smart, friendly culture of innovation and growth. If you have the aptitude and skill to work with leading, global brands, helping to create the next generation of award-winning learning and performance portals, keep reading; we’d love to talk with you.

Responsibilities

The technical support manager position is a working manager role; the manager is responsible for managing the team, as well as working on support issues. In the future, as the business grows, the management component of this role will increase to a larger proportion of the manager’s time. Key responsibilities are broken out into management and support engineer categories below:

 

Management

  • Mentor new hires.
  • Identify pain points in the customer support experience and propose changes to address those pain points.
  • Become familiar with support SLAs and ensure processes enable and empower the team to meet those SLAs.
  • Establish processes and practices that will optimize the AllenComm support operation in areas such as onboarding, documentation of processes, client training, troubleshooting, and any and all other support areas that will benefit from improved processes.
  • Work with the team to create metrics for throughput and other key performance criteria.
  • Create weekly reports on support operations performance.
  • Bring out the best in your team.

 

Support

  • Make initial technical assessments of support requests
  • Manage issue or request to resolution, including setting expectations with Allen resources working to resolve or fulfill, and with clients as well so that the client never feels in the dark
  • Be the frontline communication to our clients with support issues and requests (primarly email)
  • Provide excellent communication to our clients about the status of resolution or fulfillment of their issues and requests
  • Resolve Tier I issues for clients

Qualifications

  • Need to know or be able to learn on the job: HTML, Javascript, CSS, networking, Windows server administration, FTP
  • Experience with C#, ASP.NET, webforms, MVC, SQL, experience debugging, resolving Tier 1 issues are a plus
  • Ability to communicate well with clients on issues and requests: communicating analysis of the issue, empathizing with client concerns, and setting clear expectations
  • Strong troubleshooting skills and an aptitude for quick learning
  • Ability to work on multiple time-sensitive projects simultaneously and manage priorities appropriately
  • Ability to work independently with limited supervision

 

This is a fulltime, salaried position in our Salt Lake City office. Please submit résumé via our online application form

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