Sitebrand Highlights

Easy to implement:

  • » Start generating new revenue within days
  • » Automatically present the best message to every prospect at the right time
  • » No need for IT or technology support
  • » More.

Available in two packages:

Find out what ROI you can expect: Call 1-800-975-0820 for a free ROI analysis.

Customer Support Manager

Position Mandate

In a direct customer interface role to all Sitebrand clients, act as first line support in capturing and troubleshooting product issues and end user troubles and for support of client integrations. This position includes managing existing Customer and Technical support team as well as building out the team as required.

Responsibilities

  • Manage support team — define responsibilities, processes, scheduling, etc.
  • Build support team in line with company growth plans
  • Gather detailed information via phone or email regarding customer troubles
  • Reproduce, debug and isolate the cause of a variety of potential issues
  • Act with minimal supervision to define whether a problem is related to our core product (software), hardware, network infrastructure, or
  • third party products that are integrated with our solution
  • Follow-up with Development team, and customers to provide status and close problems
  • Tracking statistics and generating weekly reports
  • Take charge/develop support and escalation processes
  • Develop new processes and tools for debugging customer issues and maintaining customer up time
  • Build and maintain knowledge base for use of all Sitebrand employees
  • Support clients to efficiently and successfully integrate Sitebrand code into Client website code

Requirements

Experience:

  • Minimum of 5 years experience in a customer support role with proven technical skills in resolving software problems
  • Team manager experience in charge of multiple resources in a customer technical support area
  • Very good client-facing skills and experience in dealing with customers from SMB to Enterprise
  • Proven ability to identify problems, follow-up and bring to closure
  • Experience in dealing with external customers
  • Demonstrated process and/or tool development in support role
  • Experience in programming, coding, HTML, etc.

Skills:

  • Essential Skills:
    • 5+ years of experience in both enterprise software development and/or Technical Support activities in a lead role
    • Experience troubleshooting customer issues in a multi-tiered enterprise application
    • Expert in PHP, HTML, AJAX, Javascript, good knowledge of other web technologies
    • Expertise in MySQL and at least good knowledge of another DB
    • Good knowledge of J2EE framework
    • Good working knowledge of multiple Web servers, such as IIS and Apache, on Windows and UNIX/Linux operating systems
    • Experienced in SQL knowledge for data creation, querying or manipulation is required
    • Strong analytical, organizational and problem-solving skills
    • Experience using Salesforce.com to manage support process
  • Knowledge in these additional areas would be an asset:
    • Experience/knowledge of Ecommerce solutions and platforms
    • Online marketing knowledge

Please email us your resume at hr@sitebrand.com or by fax at 1-866-357-9375