Technical Support Manager

POSITION DESCRIPTION

EasyPower is looking for an energetic leader to join its team as manager of its technical support team.  As a leading provider of power system modeling and analysis software, EasyPower is proud to be recognized for excellence in technical support.  This manager/contributor role has a dual responsibility for both providing technical support and managing our technical support team.

JOB RESPONSIBILITIES

  • Design, build and manage an exceptional customer experience in all aspects of the technical support organization
  • Continuously evaluate the quality of quality of service delivered, analyze and adjust
  • Ensure that customer issues have clear ownership and are followed through to resolution
  • Help to evolve and grow the systems used in managing technical support and customer service to ensure a consistently high level of customer service
  • Answer calls, e-mails and other inbound support requests and provide technical support
  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Create knowledge base including technical notes, and articles
  • Develop and demonstrate expertise in EasyPower’s software products
  • Help to drive a customer focus within team and throughout the company
  • Management of support team members

REQUIRED SKILLS AND EXPERIENCE

  • 4+ years working in a customer service or technical support organization
  • 3+ years of experience managing people
  • Project management experience
  • Excellent verbal and written communication skills
  • Excellent problem-solving skills
  • Demonstrated proficiency with all modern Windows operating systems
  • Comfortable troubleshooting software and network problems
  • Excellent skills with Microsoft Word, Excel

DESIRED SKILLS AND EXPERIENCE

  • BS, MS or higher in Electrical Engineering with a power systems focus
  • Microsoft SQL Server experience
  • Experience with Knowledge Centered Support
  • Professional experience as an Electrical Power Systems Engineer
  • Familiarity with troubleshooting software problems

WHAT TO EXPECT

EasyPower offers a competitive salary, comprehensive benefits, challenging work and a comfortable work environment.  As part of a small and growing company, you will have the opportunity to make a big impact and could become a key contributor. 

US citizens or permanent residents only, please. 

Please send resumes to jobs@easypower.com.  No phone calls please.