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Job Postings
Customer Service Manager
Job Description
The Customer Service Manager will supervise the Technical Support team while also working closely with senior management,
Engineering, Sales, Systems Engineering, Product to ensure that Asempra is delivering world class service and support to
our customers – both end users and resellers.
Essential Functions
- Lead, strategize and establish best practices for enhancing the customer service/technical support organization.
- Provide ongoing leadership, training, open communication and mentorship to technical support engineers and team members
to ensure customer and partner issues are resolved in a proactive and professional manner.
- Establish team performance metrics and service based value system that fosters a solid customer loyalty foundation.
- On-call duty and rotational shift work may be required.
- Build and enhance existing technical support infrastructure to meet current needs combined with augmentation preparedness
(ability to scale based on growth / increased demand).
- Interface with the field, sales and service organizations and directly with the customer base on critical escalations and
call resolution.
- Direct the enhancement and expansion of Asempra’s Knowledge Base by documenting frequently asked questions, solutions
and techniques.
- Work with Asempra’s product management and engineering teams to implement and monitor formal feedback mechanisms
for incidents, causes, and resolutions.
- Develop end user and reseller training materials and provide training for end users and resellers.
- Contribute in Technical Marketing project work for external third party certification and interoperability testing.
- Demonstrate ability to manage several projects simultaneously in a fast-paced environment.
Requirements
- BS Computer Science or BSEE.
- Proven ability to execute in the management and development of 24x7 comprehensive support infrastructure. Startup and
mid-market experience preferred.
- In-depth understanding of the technical support needs in both end user and channel essential. Understanding of Windows
Active Directory / Exchange / File Systems and Linux. Understanding of storage technologies and TCP-IP networking.
Understanding of CDP, backup, disaster recovery, business continuity and data replication and their applications
desired.
- In-depth understanding of the technical support needs in both end user and channel essential. Understanding of Windows
Active Directory / Exchange / File Systems and Linux. Understanding of storage technologies and TCP-IP networking.
Understanding of CDP, backup, disaster recovery, business continuity and data replication and their applications
desired.
- Strong leadership, technical support, and business skills. Team player and team builder. Excellent interpersonal
skills working with end users, resellers,sales, systems engineering, marketing, engineering, and finance. Strong
presentation skills.
- Travel as required.
Please submit resumes to .
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