|FULL STORY

Customer Service – Technical Support Manager

The Opportunity

BAM Labs is seeking an experienced Technical Support Manager to launch and manage support operations for our strategic partners.

Primary Responsibilities

  • Provide Tier 2 technical support for commercial partners and local accounts
    • – Train external groups to build support expertise and utilize tools to provide support on their own
  • Provide daily technical support to distribution partners via ZenDesk web portal and telephone
  • Admin and primary contact for ZenDesk system
  • Work with development team and engineering to improve customer service
  • Includes web-portal management, email and telephone support
  • Design and develop support tools and processes.
  • Troubleshoot client web hosting issues via online support tickets and telephone support
  • Responding to event notifications (Service Down / Load Alerts)

 

Secondary Duties:

  • Adding system documentation and knowledgebase articles where necessary and as requested.
  • Provide status and performance reports for Technical Support operations.

 

Skills required:

  • Minimum 5 years experience in Customer technical support
  • Excellent communication written and verbal skills
  • Excellent telephone manner with a focus on strong customer service skills
  • Ability to multi-task and remain focused while handling different support tasks and roles
  • Solid problem-solving skills and experience
  • Basic Knowledge of HTML, Java, Linux, SQL Server, Cloud Operations, AWS, iOS and Android Apps, Load balancing and scaling, Embedded software, WiFi and connectivity protocols and standards.
  • Motivation to continually learn new technical skills and to adapt or learn new technologies quickly.


Experience

  • Minimum 5 years with strength in the following areas:
    • – AWS hosted environments
    • – SQL Server, Java, HTML
    • – Embedded software
    • – Consumer electronics
    • – WiFi, Bluetooth
    • – Technical support
    • – Documentation
    • – Problem resolution
  • Previous experience with early stage start-up company preferred
  • Demonstrated technical service support
  • Demonstrated account management and people skills
  • Examples of strong web, App and embedded software design and development skills
  • Previous IT Help Desk or similar Help Desk roles
  • Familiarity with popular web hosting control panels – cPanel/WHM, Plesk etc
  • Experience with popular website scripts, blogs and Content Management Systems – such as WordPress.
  • Strong web development coding/scripting experience (HTML/CSS/PHP/Javascript/MySQL)
    • – Technical support
    • – Documentation
    • – Problem resolution

 

To apply for any job at BAM Labs, use jobs@bamlabs.com