UnifiedCommunications is looking for a seasoned Support Manager with extensive knowledge to lead, mentor, and elevate our team of support technicians/engineers. In this role you are expected to maintain a customer-first mentality while ensuring your team has the technical and inter-personal skills to deliver power solutions to our customers. This individual should be strategically minded with superb communication skills and extensive experience leading application support and support services. If this sounds like you, let's chat!
Our Core Values
- Leadership: Lead with transparency, integrity, courage, and heart.
- Innovation: Fuel next-gen solutions through curious experimentation.
- Knowledge: Achieve mastery via extreme learning and teaching.
- Excellence: Work passionately to build a beloved company.
- Relationship: Nurture amazing customer and partner relationships.
- Convenience: Make it radically simple to do business with us.
Responsibilities include but are not limited to:
- Assessing the technical needs of staff and customers
- Establishing and maintaining strong relationships across teams and with staff/customers
- Measure service satisfaction levels
- Managing and upholding the troubleshooting escalation process
- Resolving system and application issues
- Working with third parties to rectify issues
- Identifying gaps in the support process and amending it accordingly
- Developing training standards
- Creating, storing, and managing content for training/Knowledge Base
- Helping to create a quality driven database of skills for all resources
- Partner and Manufacturer Technical Relationships
- Developing successful training opportunities with Microsoft, manufacturers, and solutions providers
- Ensuring that our technicians, contractors, and other workers maintain a high level of professionalism commensurate with our standards.
- Responsible for effective communication with customer including on-site visits when required or needed.
- Identify and develop opportunities for continuous improvement of the products/services provided.
- Regularly inspect/monitor work performed by staff and/or subcontractors.
- Develop strategies to improve the efficiency and effectiveness of the technical support team.
- Monitor Performance: Track and analyze performance metrics to meet or exceed performance targets.
- Foster collaboration between departments such as projects, integration, engineering, and sales to gather and relay customer feedback and drive improvements.
Qualifications and Desired Skills:
Strong leadership skills
Killer relationship-building skills
Knowledge of enterprise business practices
Deep understanding of audiovisual (AV) systems and technology
Working knowledge of IT and networking
Excellent organizational skills
Creative thinking for sophisticated solution design and issue resolution
Passion and natural drive to play with and understand technologyUC, headsets, Microsoft Teams/Skype for Business, A/V, meeting space technologies, cloud services, network architecture, gateways, SBA's and SBCs, integration services, managed services, and other communications and collaboration technologies
Excellent, proven interpersonal, written, and verbal communication skills.
Ability to multi-task, problem solve and think on own feet.
Being enthusiastic, able to motivate a team to achieve results
