Nashua, NH 03060
Full-time


Do you love to solve problems and help customers to achieve their business goals? If so, this is a phenomenal opportunity for you. Akumina is seeking a proactive, talented technical support manager looking to make an impact supporting Fortune 500 companies in an emerging technology space. You will play an integral role working with customers, partners and other Akumina team members in triaging, managing, and monitoring technical support. The ideal candidate must have the ability to blend their technical skills, troubleshooting, customer focus, and communication skills to appropriately manage day to day interactions with our support customers.

Responsibilities

  • Oversee technical support department which supports our international customer base
  • Participate in triage calls with clients to understand their issues and concerns
  • Monitor and provide reporting on overall support department health
  • Track and assist in deployment, install, and upgrading of customer releases
  • Identify customer service trends and plan improvements and propose changes that support this based upon support data
  • Ensure a high level of communications is adhered to with our customers, and clear expectations are set
  • Oversee premium support customers and phone-based support
  • Provide, update, and present KPI’s based upon the performance of the technical support team
  • This is a hands-on role, and is expected to support troubleshooting and triaging of customer issues

Qualifications

  • Bachelor’s Degree in Computer Science or related field
  • Highly Organized
  • Strong customer service skills
  • 3+ years’ working in a technical support role supporting international customers
  • Expertise in Zendesk highly desirable
  • Understanding of SharePoint, Microsoft Graph and Office 365
  • Experienced in customer-facing role / prior support experience necessary
  • Self-Starter / ability to work with minimal direction
  • Passionate learner
  • Excellent written and oral communication skills
  • Demonstrate ability to prioritize
  • Passion to deliver excellence for each customer
  • Ability to effectively share knowledge with client and team
  • Ability to think critically under pressure

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