Technical Success Manager
Company Name:
inContact
The Technical Success Manager is responsible for providing world class technical assistance on applications to end-users of the inContact(TM) suite of technology products. This position is a customer-facing, billable position. The position will include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services, troubleshooting unique customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the inContact(TM) customer with a positive experience and a product that meets their needs. A Technical Success Manager is also responsible for the day-to-day troubleshooting and repair of inContact Long Distance and Enhanced Services, including T1''s, DS3''s, Ethernet, OCX, 1
and Toll Free services. Technical Success Managers will work with both internal and external customers to solve complex problems such as trouble ticket queues and inbound trouble reports via email, chat, and voice. The candidate will work in a team of other highly-skilled professionals unified in exceeding customer expectations and meeting company growth objectives.
Client interaction will be done primarily over the phone and/or via WebEx, with face to face meetings as deemed necessary and/or appropriate. The Technical Success Manager will work both independently and in concert with the Customer Success Team by acting as a backup when needed and providing insight and feedback on technical issues. The Technical Success Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff.
__This Is What You''ll Get To Do:__
TECHNICAL
Provides technical configuration and, in some cases, programming as required.
Provides process, data and object modeling in a variety of application and database environments.
Provides database design, development, and enhancement, as well as management and coordination of changes to existing applications.
Provides technical architecture leadership, analysis, design, development, and enhancement.
Minimize inContact''s exposure to various contracts liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately in order to maximize customer satisfaction.
Answers trouble calls/reports.
Identifies and resolves all technical challenges as appropriate; executes duties in a thorough and timely manner.
Works with other inContact groups to troubleshoot and resolve T1, DS3, Ethernet, OC-X, 1
and Toll Free services.
Applies network diagram or log file information as part of an implementation project. This may include the development and/or retrieval of network diagram or log file information as part of the process.
Support Network Analyst III position, Research & Development, Product teams in troubleshooting and identifying issues with the network, platform and product suite.
Manages trouble tickets with the goal of closing tickets and supporting customers quickly and efficiently.
Regularly works flexible schedule and on-call services.
Provides escalated support to related corporate departments.
Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
PROJECT
Serves in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
Develops costing proposals for projects, performs risk analysis, and manages change control.
Provides business analysis, business area assessment, user needs analysis and business systems design for major projects.
Conducts comprehensive cost/benefit analysis and prepares business cases for projects.
BUSINESS
Presents a professional image in conduct, attitude and attire.
Assisst with the development of client information management standards and evaluation of technology trends.
Contributes to business area assessment, user needs analysis and business systems design.
Assists with comprehensive cost/benefit analysis and preparation of business cases for new projects.
Attends meetings and trainings as required.
Acts as an escalation point
Acts as a backup manager when needed.
Provides insight and feedback on technical issues to immediate supervisor and other outside groups.
Acts as a liaison to groups outside of inContact Support.
Follows the company Code of Ethics and inContact policies and procedures at all times.
Communicates in an effective and professional way with customers in and outside of inContact.
Travels occasionally to and from client sites.This is an on call position. Technical Success Managers will receive calls 24X7 and are expected to be available unless otherwise engaged with another client.
Maintains a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor''s products and what strategy inContact should develop to counter.
Maintains a working knowledge of all other inContact products/services, competitive product lines, differentiators and industry trends through self-education and inContact''s resources.
Proactively and effectively identifies customer needs and overcomes objections to proposed solutions by performing technical benefits assessments for customers and gaining detailed understanding of their environment.
Develops and presents customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps.
Develops, administers and responds to client satisfaction surveys on a regular basis.
Works directly with inContact product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
Works with inContact Implementation Team to play a role in smooth customer implementations by providing on-site assistance as directed and providing appropriate feedback to the greater sales team post turn up.
__Successful Candidates Will Have The Following:__
Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
6
years in a Technical/Service role in software, telecommunications or LAN/WANs
A minimum of 1 year in a technical support role for software and hosted products
Demonstrated technical problem solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects
Working technical knowledge of contact center software/design/functionality
Demonstrated experience in a fast paced environment and meeting customer time constraints
Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.
Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
__Bonus
Experience:__
TCP/IP networking knowledge and VoIP technology exposure
Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
Understanding of basic scripting fudementals
Solid understanding of TCP/IP and internet fundamentals
Extensive software, telecommunications and IP Telephony
Experience using SIP signalling
Competent in database and SQL concepts and scripting
Position: Technical Success Manager
Location: Midvale, UT
Job Id: 1213-1213
# of Openings: 1Estimated Salary: $20 to $28 per hour based on qualifications.
inContact
The Technical Success Manager is responsible for providing world class technical assistance on applications to end-users of the inContact(TM) suite of technology products. This position is a customer-facing, billable position. The position will include building long-term relationships with new and existing customers by being attentive to their immediate needs, proposing enhancements to product and/or services, troubleshooting unique customer issues, acting in a consultative fashion to arrive at a mutually beneficial solution for our customers, and coordinating with internal departments to provide a collaborative solution that will leave the inContact(TM) customer with a positive experience and a product that meets their needs. A Technical Success Manager is also responsible for the day-to-day troubleshooting and repair of inContact Long Distance and Enhanced Services, including T1''s, DS3''s, Ethernet, OCX, 1
and Toll Free services. Technical Success Managers will work with both internal and external customers to solve complex problems such as trouble ticket queues and inbound trouble reports via email, chat, and voice. The candidate will work in a team of other highly-skilled professionals unified in exceeding customer expectations and meeting company growth objectives.
Client interaction will be done primarily over the phone and/or via WebEx, with face to face meetings as deemed necessary and/or appropriate. The Technical Success Manager will work both independently and in concert with the Customer Success Team by acting as a backup when needed and providing insight and feedback on technical issues. The Technical Success Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff.
__This Is What You''ll Get To Do:__
TECHNICAL
Provides technical configuration and, in some cases, programming as required.
Provides process, data and object modeling in a variety of application and database environments.
Provides database design, development, and enhancement, as well as management and coordination of changes to existing applications.
Provides technical architecture leadership, analysis, design, development, and enhancement.
Minimize inContact''s exposure to various contracts liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately in order to maximize customer satisfaction.
Answers trouble calls/reports.
Identifies and resolves all technical challenges as appropriate; executes duties in a thorough and timely manner.
Works with other inContact groups to troubleshoot and resolve T1, DS3, Ethernet, OC-X, 1
and Toll Free services.
Applies network diagram or log file information as part of an implementation project. This may include the development and/or retrieval of network diagram or log file information as part of the process.
Support Network Analyst III position, Research & Development, Product teams in troubleshooting and identifying issues with the network, platform and product suite.
Manages trouble tickets with the goal of closing tickets and supporting customers quickly and efficiently.
Regularly works flexible schedule and on-call services.
Provides escalated support to related corporate departments.
Acts as a technical liaison or subject matter expert in matters of support to cross-functional inContact departments.
Submits entries into a knowledge base designed to address common questions, advanced techniques and best practices.
PROJECT
Serves in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
Develops costing proposals for projects, performs risk analysis, and manages change control.
Provides business analysis, business area assessment, user needs analysis and business systems design for major projects.
Conducts comprehensive cost/benefit analysis and prepares business cases for projects.
BUSINESS
Presents a professional image in conduct, attitude and attire.
Assisst with the development of client information management standards and evaluation of technology trends.
Contributes to business area assessment, user needs analysis and business systems design.
Assists with comprehensive cost/benefit analysis and preparation of business cases for new projects.
Attends meetings and trainings as required.
Acts as an escalation point
Acts as a backup manager when needed.
Provides insight and feedback on technical issues to immediate supervisor and other outside groups.
Acts as a liaison to groups outside of inContact Support.
Follows the company Code of Ethics and inContact policies and procedures at all times.
Communicates in an effective and professional way with customers in and outside of inContact.
Travels occasionally to and from client sites.This is an on call position. Technical Success Managers will receive calls 24X7 and are expected to be available unless otherwise engaged with another client.
Maintains a working knowledge of competitive product lines, especially as it relates to technical strengths and weaknesses of the competitor''s products and what strategy inContact should develop to counter.
Maintains a working knowledge of all other inContact products/services, competitive product lines, differentiators and industry trends through self-education and inContact''s resources.
Proactively and effectively identifies customer needs and overcomes objections to proposed solutions by performing technical benefits assessments for customers and gaining detailed understanding of their environment.
Develops and presents customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps.
Develops, administers and responds to client satisfaction surveys on a regular basis.
Works directly with inContact product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
Works with inContact Implementation Team to play a role in smooth customer implementations by providing on-site assistance as directed and providing appropriate feedback to the greater sales team post turn up.
__Successful Candidates Will Have The Following:__
Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
6
years in a Technical/Service role in software, telecommunications or LAN/WANs
A minimum of 1 year in a technical support role for software and hosted products
Demonstrated technical problem solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects
Working technical knowledge of contact center software/design/functionality
Demonstrated experience in a fast paced environment and meeting customer time constraints
Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases.
Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
__Bonus
Experience:__
TCP/IP networking knowledge and VoIP technology exposure
Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
Understanding of basic scripting fudementals
Solid understanding of TCP/IP and internet fundamentals
Extensive software, telecommunications and IP Telephony
Experience using SIP signalling
Competent in database and SQL concepts and scripting
Position: Technical Success Manager
Location: Midvale, UT
Job Id: 1213-1213
# of Openings: 1Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
