Manager, Technical Support

Overview

As part of our Global Support organization, you will be critical in helping to assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink’s Track and Trace solutions and our exciting new Opus platform.  TraceLink is seeking a high energy, results oriented customer advocate capable of motivating an existing support team to even higher levels of customer satisfaction. Our current global rating is over 93% satisfaction and we expect you to help us make it even better.

The successful candidate will have a unique combination of strong supervising and coaching experience along with problem solving, technical and interpersonal skills. Handling customer escalations and negotiating solutions with customers are crucial for the role.  The target candidate will have experience working with enterprise web applications and UNIX, as well as troubleshooting and solving customer issues. 

Responsibilities

• Effectively lead a team of Technical Support Engineers with a focus on a high-level of quality service. 

• Set productivity targets for team members, monitor results daily and communicate progress weekly.

• Manage customer escalations to ensure successful mitigation of issues and customer renewals.

• Find and hire strong candidates to meet expanding needs of the team.

• Lead the onboarding and ongoing training of new team members. 

• Review daily, weekly and monthly reports to ensure top performers are identified and recognized

• Provide monitoring and feedback to team members including side-by-side monitoring, silent monitoring and case quality review

• Manage the new hire onboarding training and continuing education for TSE’s

• Monitor business level reports daily, weekly and monthly to ensure alignment of team with departmental goals

• Ensure new learnings are documented for internal and/or external knowledge sharing.

• Oversee and contribute to the development of standard procedures and tools for frequently used troubleshooting techniques.

• Collaborate with other managers within the Global Support team to ensure coordination and consistent delivery of our services.

• Partner with Center of Excellence, Product Management, Engineering and Quality Assurance on the timely resolution of customer reported issues.

• Provide feedback on issues that are commonly occurring,

• Interact with customers and the TraceLink “USE” team to ensure the highest level of customer satisfaction.

Qualifications

• 3 - 5 Years of experience in a technical support and troubleshooting role.

• 2 - 4 years of Supervisory/Management experience

• BS in Computer Science or similar information technology degree.

• Excellent listening skills, patience and ability to handle a fast-paced work environment

• Strong analytical skills and attention to detail.

• Strong, customer-friendly communication, attitude, and passion

• Ability to take initiative to complete tasks and solve problems

• Excellent verbal and written communication skills

• Strong interpersonal skills and ability to build positive working relationships

• Knowledge of UNIX line commands a plus

• Experience with Supply chain software and knowledge of the pharmaceutical industry preferred.