Ensured exceptional customer service and support through monitoring individual support technician performance. Developed operational procedures to maximize operational efficiency. Improved Network deployment of Windows 2000 Client/Server Infrastructure: Managed deployment, implement strategies-reduced production down-time/deployment time. Managed escalated customer complaints through resolution utilizing cross-functional and global resources as required. Managed waste water treatment plant to remove heavy metals for disposal, maintained chemical tank concentrations as necessary for optimum effectiveness. Managed rollout of Client Server SQL implementation of barcode system, which improved efficiency in the distribution of elevators and parts. Provided technical assistance to new staff. Developed standardized equipment maintenance and repair procedures - assured all equipment was at same revision level. Developed MS Excel trend analysis charts for monthly reports reviewed by modification management managers & supervisors. Managed a 15-person technical support team which provided customers with information regarding the specifications and application of our products. Collaborated with training department to manage ongoing professional development of direct reports. Technical support pros who step onto the job market will have greater success and land more interviews if they can demonstrate their problem-solving savvy and communication skills to potential IT employers. Managed a team of 4-6 technical support specialists providing over-the-phone service to dial-up internet service provider customers. Identified SLA s and managed team productivity reports * Implement staff development plan, assigned annual objectives and performed annual review. Established an internal training program for customer operations and inspired team with customer service philosophy. Service Strategies Certified Support Manager. Unified and inspired a small team of workers to become a well-oiled machine. Study the speeches and debates of political and government leaders you believe in to see how they choose phrasing that includes instead of alienates its viewers. However, shorten our project management skills list to just seven basic areas – planning and scheduling, time management, risk management, cost management, quality management, contract management, stakeholder management. Provided direction and oversight of library firmware troubleshooting, debugging, correction and resolution verification for customer reported problems. Hired and trained staff, conducted performance reviews and prepared productivity reports. Assisted with escalations from external customers and escalation managers. Implemented mainframe software and hardware upgrades and conducted yearly disaster recovery exercises for clients. Guided team through use of social media infrastructure to build technical knowledge base and facilitate collaboration. Used Active directory to create new user accounts, home directories, run log on scripts and group memberships. Established service level agreements and implemented CRM system to track service levels. Created and built knowledge base, empowering customers to self-help in resolving issues. Managed customer escalations on service delivery and service assurance issues for customers billing $2M-$5M/month. Managed all service and customer escalations on a national level. Assisted users with administration of windows, application installation, and printer configuration. Optimized and troubleshot employee hardware and implemented organization's conversion to cloud-based email. Trained the technical staff for complete product support, from product installation, upgrades to repair and RMA/returns activities. Encouraged continuing technical training and succeeded with all core tier 2 representatives being promoted to systems administrators. Interfaced directly with both self-hosted and hosted clients regarding troubleshooting remote performance issues. Created Tech Support Department, integrating lab, customer service, work flow and new product support. Designed and implemented Active Directory's structure to meet corporation's needs. Conducted annual performance reviews of staff and worked with divisional leadership on salary planning. Developed/maintained Corporate Data Dictionary for retrieving dissimilar data requests across multiple data sources; trained clients. Managed support group consisting of over 125 Internet technical support representatives for a nationwide Internet Service Provider serving over 150,000 customers. Implemented ERP/MRP systems and database transition, conducted end-user training and authored technical reference documents. Repeat back what you hear, and the person you're speaking with will either confirm that you correctly understand their intent, or they'll clarify their thinking for you so your conversation can move forward without confusion. Maintained all company desktop and laptop PCs running operating systems from Windows 98 to Windows XP. How well you identify and react to your coworkers’ emotions will influence your ability to retain them. Restructured team, improved call flow and overhauled technical support training, escalation and troubleshooting process methodology. You’ll need to analyze how the employee is feeling at that moment and respond to them appropriately. Worked with sales and manufacturing on product development, film qualifications, customer complaints, and continuous process improvements. Created Ad Hoc reports using SQL and MS Excel pivot tables. Managed a multi-state Unix based network of systems which provided surveillance of telecommunications alarms from all BellSouth switching systems. True first level manager. Maintained local and remote technical support and dispatch staff to meet contractual Service Level Agreements. Created a VOIP GSM system, connecting foreign Telco carriers to the USA, including all billing and switching systems. Stay up to date with the latest marketing, sales, and service tips and news. Analyzed KPIs and P&L campaign finances with Director to ensure growth and success for territory. Performed network requirements analysis, vendor and carrier selection, equipment installation, and ongoing maintenance and troubleshooting. Performed performance reviews of support staff. Reorganized team structure and targeted performance management action, steering project to safe holding position while marketing strategy was re-evaluated. Technical Support Managers train and coordinate a company's technical staff while solving procedural problems and recommending improvements to management. Developed and implemented a Vendor Evaluation Process focusing on SLA achievement and continuous improvement. Managed and provided technical support to assist customers with problem resolution and product installations. Persuasion Skills. Created escalation processes resulting in improved service level agreements. Managed case escalations engaging engineering, product development and upper management when needed. Created Global Cloud Support team, enabling VMware's expansion into Cloud Computing. Managed Active directory, users, groups, policies, NTFS security. Managed the Claims/Customer Service Department, concentrating on excellent customer service and reduction of backlog. Provided support to consultant; resolving order processing issues and providing technical assistance with processing systems. Coordinated system setup required for upcoming installations by customers. Reduced active worldwide customer escalations by 70% within 6 months. Managed daily operations for two technical support teams, with a total of 14 direct reports. Created advanced level Partner technical training program to augment existing product certification training. Created and modified SQL DTS/SSIS Packages for various software integrations with third party vendors. Or, if you're noticing that your team is struggling to meet customer demand, you'll need to connect with other support managers or executives to strategize a solution. Negotiated free months of services, refund or visit from service managers in effort to retain customer base. Instituted previously non-existent project management guidelines within organization to improve ability to meet time lines and objectives. Facilitated materials management and site QA. Provided the senior management team with a weekly status of customer service Key Performance Indicators (KPIs). Optimized Portfolio of $8M+ in Active POS Machines Existing PC-based POS equipment had limited functionality and was difficult to support. Being a good communicator, having empathy and actively listening, for example, will help you be a better employee and colleague overall. Developed and delivered NPI technical training for internal teams and business partners. Managed group considered to be the largest pharmaceutical client base and critical for Dendrite. So knowing how to rally the troops during these times will help you and your team perform your best and take care of yourselves. Managed the activities of software support team and oversaw overall team performance. Created a comprehensive departmental business plan that effectively addressed all day-to-day and long-term concerns and objectives. 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The same can be said for customer support managers -- who are very specific types of teachers and coaches. Led a team of three QA engineers (direct reports). Demonstrated competence in UNIX security concepts and practices. Then, use those learnings to build your own team goal, and share it with your direct reports for feedback. Transformed strategic planning into tactical actions with an emphasis on quality and on-time completion. Collaborated with cross functional groups to meet customers' technical and operational requirements. Developed Service Level Agreements (SLA's) that included monetary penalties for non-performance. Used MS Project as a basis for project management. Managed and worked as a committed team player for the National Funeral Directors Association (NFDA) Convention for 17 years. Managed Technical Support team supporting Acme Packet Session Border Controllers deployed in customer VOIP networks world wide. OPEN COURSES. Administered SQL architecture in support of litigation projects. Managed the support team upgrade of SalesForce SupportForce ERP app. Provided technical support to external customers on AT&T's website hosting and electronic transaction service. Office Skills. Participated in contract negotiations and helped close deals while maintaining consistent SLA. Recommended and implemented IT Infrastructure Library Training (ITIL) to first line dispatch agents. At this capacity, the Customer Support Manager maximizes on customer support operational performance through the provision of technical advice to customer support agents, detecting and diagnosing customer support issues, and analyzing and solving those issues. Implemented an internal knowledge base for support staff and updated tier 2 training documents. Worked with IT development team to migrate client support ticketing from in-house application to Microsoft CRM. Collaborated with Product Development and Product Management, providing customer advocacy regarding software defects and needed enhancements. While much of your job as a sales manager will … Listening should be active. Developed systems to generate increased sales through service while enhancing customer service. Involved in new machine kick off and improvement meetings, and design reviews. Trained personnel, wrote technical documents and managed mid to high level problem resolution. Provided desktop software support including installations and upgrades. Provided quality customer service through regular interaction and communication with region managers, store owners and employees. Used technical information to aid customers with diagnostic troubleshooting during technical support calls. Directed all aspects of service and manufacturing departmental operations, ensuring adherence to FDA regulations. Visit PayScale to research technical support manager salaries by city, experience, skill, employer and more. 0333 320 2883. You'll also need to solve bigger problems that come with leadership and management -- helping determine budget priorities, proving ROI, changing broken processes, and internal company advocacy. Collaborated with the Development to ensure quality releases and performed QA testing to validate new software releases and products. Handled 100 s of trouble tickets daily for external customers in the East coast Region from Maine to Virginia. Repaired computers, monitors, and printers and developed systems for production, also configured and designed software/hardware packages. If a unique or sensitive situation occurs, it's the support manager's job to make sure that the customer's needs and expectations are met. Initiated, developed, and maintained relationships with product users in the pharmaceutical industry. Slashed parts costs by negotiating with parts vendors on pricing and return policies. Created, maintained, and managed Windows based customer websites with Microsoft IIS Server. Plans, monitors, appraises, and reviews job contributions of others. Developed technical training programs and recommended after-market service parts. Managed the Tier 1 Technical DBA team providing remote administration for On-Premise and Cloud -instances of customer SQL Server environments. Led team to exceed required 95% average Service Level Agreement/SLA compliance for Incident Management. Established and coordinated rapid response procedures for severe business interruption situations resulting in best in class customer service rating. Managed 12 direct reports on the customer/technical support team. Developed and presented training courses on advanced customer service techniques through development of individual Emotional Intelligence skills. Utilized the following operating systems: Windows 2000 Server, Windows 2003 Server, Windows XP Professional. Created and implemented a complex system that increased productivity across departments utilizing real time monitoring software. Managed team of technicians in support of PCs, printers and projects. Developed and implemented policies and procedures to ensure SLAs's were met for both internal and external customers. Implemented all major server, network and system setup/ upgrades. Involved in strategic planning groups, project management activities, process improvement initiatives, and new acquisition planning. Skills like direction-setting, change management, and conflict management require that customer support managers be strategically minded, closely aligned to business goals, tough but fair, and able to rally a team around a shared goal. Managed the Technical Support Department and reduced customer complaints by 65%. Coordinated publication of all technical documentation distributed to computer dealers through an electronic mail system. Implemented electrical and mechanical cost saving manufacturing processes leading to better capacity and reliability. Upgraded all end-user computers to Windows 7, servers to 2008, and virtual machines to Hyper-V. Evaluated and implemented incident tracking system to communicate, document, research, and track key performance indicators. Coached senior personnel into supervisory and mentoring positions. Typical technical skills are programming, the analysis of complex figures or the use of specific tools. Sometimes this will require emotional intelligence to analyze customer needs and act quickly to fulfill them. Coordinated all customer problem resolutions between US sales regions and the manufacturing facilities. Worked with delivery teams and IBM development to troubleshoot critical production exceptions resulting in improved database reliability and increased customer satisfaction. Diagnosed and resolved customer issues; customer advocate to Marketing, QA and Engineering. Nobody likes a micromanager -- especially if that person is their manager at work. Automated Business Intelligence reports optimizing operational performance exceedingkey performance indicators and eliminating $55,000 of annual reporting analysts cost. Evaluated hardware and software vendors using Fort Bend Information Technology service level history records and published product and service evaluation information. The fact is, you're never going to be able to please everyone as a manager. Migrated from Exchange 2003 to Exchange 2007 setup using Continuous Cluster Replication for redundancy. Coached and mentored 65 new staff members, including conducting performance reviews. Skills : Management Leadership Hardware support hardware, Basic Networking Answering multi-telephone lines. Installed, configured and supported printers, scanners, fax machines, wired and wireless networks. Worked as customer liaison to development, tested and helped develop documentation and instructional material while providing internal support. Negotiated with and leveraged vendors to provide volume discounts, resulting in a 10% cost reduction for new store setups. Developed and used chemical optimization system for mill trials, resulting in reduced sewer losses and improved chemistry on paper machines. Conceived and implemented individual development plans for each team member that included training and career development components. Charged with creating new training policies and procedures to improve interactions between support staff and OEM. Created and managed Disaster Recovery services to customer base. Performed UNIX administration while training and managing other administrators. The most successful example resumes emphasize assets such as analytical thinking, leadership, the ability to solve problems, communication skills and computer proficiency. Assisted the customers to utilize existing native Linux/POSIX APIs and other constructs to enhance the performance of carrier-grade systems. Led a global software support organization consisting of 32 local and remote technical support Innovative Skills. Interfaced with the client's executive team to define project requirements and translate business objectives into tactical plans. Provided customer service in regard to VoIP services, including Voip devices and IP net- works. Patience goes hand-in-hand with effective communication: If you sound or read as impatient, the person you're communicating with won't hear what you're trying to say -- they'll only hear the frustration in your voice, and they'll get frustrated too. A technical skill is the ability to carry out a task associated with technical roles such as IT, engineering, mechanics, science or finance. Performed annual performance reviews along with administering corrective action and terminations as required. Initiated a formalized process for logging, prioritizing and tracking software bugs and feature requests as part of Product Development team. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'da45f5ed-4b18-4c1f-8c7a-913efa968426', {}); Support managers are the leaders of customer support teams. And that's because being an excellent customer support rep is a completely different job than being an excellent customer support manager. Provided project management for special tasks as needed for the EPA. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, 'd26d4627-d14f-45d7-8087-fc9073069301', {}); Originally published Nov 4, 2019 9:15:00 AM, updated August 21 2020, 9 Must-Have Skills for Every Customer Service & Support Manager, 18 Customer Service Interview Questions and Answers, The Great Manager's Guide to Time-Off Requests, 14 Tried-and-True Ideas to Improve Team Communication, Regularly writing on a company blog, on Medium, or on LinkedIn, Regularly speaking at team meetings, lunch and learns, or Toastmasters. You'll have these conversations when you have to deliver tough feedback or bad news to your employees, and you'll have these when you have to talk to difficult customers about an issue you can't address in that moment. Remember, it's your job as manager to create an environment where people can be honest and open -- so it's on you to practice patience with everyone you speak with. Facilitated technical training for computer operators and technical support analysts. Worked with QA team to create a customer survey and establish IT requirements for automatic response. Liaised between Software Support and other cross-functional departments including but not limited to Development and Product Management. Implemented hundreds of new policies and procedures to meet the demand of our customer base. How to Build This Skill: When your initial reaction is impatience of frustration to something an employee, peer, or customer says, consciously practice thinking about the reasonwhythey said it before jumping to your own reaction. Thinking and talking out problems that aren't on your plate might inspire you with strategies you can use in your own day-to-day. Evaluated existing categories within Service Center and implemented a total overhaul to more closely align with Discover best practices. Provided daily technical support and offered products to solve customer complaints. Maintained Windows NT 4.0, Windows XP, Windows2000 Server-Professional, MS-Outlook and MS Office. Managed project to upgrade MS Outlook from 98 to 2000, and then to Active Directory environment including communications to customers. Analyzed technical trends with Blackboard solutions and provides appropriate feedback to Engineering Services and Product Support management. Developed and successfully presented cost analyses, and implemented numerous updates and resource consolidation to increase productivity and generate significant savings. Managed Technical Support Department/Laboratory, Service Laboratory and Quality Control Department/Laboratory. Maintained, repaired, and provided Help Desk support for all PC, UNIX, and Mainframe equipment and applications. Provided systems and hardware integration solutions, installed and configured high-speed, high-capacity scanners. Identified process improvements, such as individual queues and case assignments, which directly resulted in improved customer satisfaction. Received intensive management and coaching training through contracted vendor to ensure top-quality leadership skills. Managed Technical Support Department for Cable/Broadband Internet/Phone Services. Refreshed data center infrastructure, managed procurement life cycle and ensured asset maintenance. Provided primary and escalation level technical assistance to end users, clinicians, sales representatives, and in-house staff. Finally, managers need to effectively communicate in order to advocate for their team to other customer support and company leaders. Created Key Performance Indicators for Install Quality and Call Resolution performance. Collected product feedback from manufacturers and funneled it to marketing and project management to improve existing and refine future product versions. Administered Active Directory and Microsoft Exchange. Collaborated with physicians and international territory managers to provide technical assistance to customers and patients in various environments. Developed and measured performance against KPIs. Handled escalated customer complaints upon customer or executive request and utilized escalations as a method to train and develop staff. They ensure reps have everything they need to be successful and are consistently delivering delightful experiences to customers. Assisted sales and field organization by providing information received from customer interactions during troubleshooting and training. Organized and built a high functioning support organization through incentive base rewards for delivery excellence. Handled advanced connection and VoIP issues. Interacted with FDA, ISO and Internal auditors on a frequent basis during audits and aided with all FDA 483 responses. Mentored trainers on problem isolation, customer relations, decision-making and career development. Provided technical assistance regarding software utilization and built and configured company servers for daily operations. Toggle navigation. Led the build of a system test environment to be used by BB&R QA for release testing. Implemented group policies to secure terminal server sessions, set Internet proxy settings, and secure desktops & servers. Managed a group of three Tech Support Representatives in day to day support operations for a very large customer base. Provided technical assistance and marketing support to Sales Account Executives. Implemented service level agreements for better communication across functions and improved audit ratings. Identifying, recruiting and hiring talented sales reps. Communication Skills. Assisted with planning, coordinating, and setup of all special events to include off-site orientation and graduation. The following are common examples of technical skills. Utilized process design and continuous process improvement methods to attain customer satisfaction and internal productivity metrics. Worked on new disk array product development in the early stages of RAID Technology. Worked on project management for projects and roll-outs. Maintained all information of status and updated customers accordingly on progress of resolution. Maintained a strong relationship with other divisions, specifically Engineering, Marketing and QA. Beyond managing your employees, you'll also work with customers. Created operational procedure and documentation for Data Pools in Canada and The Netherlands. Managed 63 direct reports maintaining the highest retention level of any team in the Portland locations. Started a detailed knowledge base of all issues handled via the telephone support line. You'll need to be available to help your employees solve problems -- in their customer careers, or bigger ones in their professional development. Implemented Network Guardian Internet security/control software corporate-wide, slashing OT. Whether it's making your bed every day, practicing yoga, or learning a foreign language, practice your own intrinsic motivation, and bring the strategies you learned for motivating yourself with you into the office. technologies, primarily Apache HTTP and Apache Tomcat. Provided technical assistance to supervisors and management surrounding computers, software and peripheral problems. But they're of particular importance to customer support managers. Let's review that skillset in the section below. Collaborated cross functionally to analyze and develop Customer Service elements of asset protection methods and procedures. Coordinated tasks related to the translation of business requirements into technical design documents. Fostered process improvement that resulted in an enhanced customer experience and ensured customer retention. You need to make sure that you're intrinsically motivated to lead and inspire other people to make sure you can extrinsically motivate your employees to get up and do the job every day. Managed all IT support groups to ensure quality service delivery to external customers and support of internal users. Drafted, reviewed, and issued product bugs/fixes into the Knowledge Base Open Case(s) using ticket tracking system. Provided technical leadership for problem resolution and customer support. Provided phone support for network engineers/installers within client hotels to ensure hardware/software system compatibility, maintenance, and updates. Provided hardware and software support to more than 400 workstations LAN, WAN or VPN environments. This article will teach you about technical skills for effective management. The same goes for customers. Installed, maintained and expanded a global email system of GroupWise, Exchange and Linux DNS with virtually no downtime. Implemented equipment inventory management program for 700+ pieces of equipment that drastically reduced maintenance costs. Considered expert by both internal and external customers. Provided product support to Purchasing by identifying and qualifying suppliers, providing cost analysis and final cost approval. Uploaded the content on the B2B portal PCS-Service. Managed 20 direct reports responsible for large enterprise account satisfaction, growth, and retention. Hired and managed Training Specialists, Support Supervisors, and Customer Support Representatives. Managed Customer Service and Technical Services; oversaw the operations from technical support standpoint and customer satisfaction. Engaged with customer escalations and was able to respond to customers via phone or e-mail support. Developed and maintained disaster recovery plans and contingency procedures for information systems and data security. According to American social and organizational psychologist Robert Katz, the three basic types of management skills include: Introduced effective team development, process improvement, and standard operating procedures to enhance delivery of services. The Technical Support Manager is part of Amplion’s broader Customer Experience Team. Supervised all ongoing operational projects including an infrastructure upgrade project to Server 2008 and Windows 7 workstations. Provided guidance and technical assistance during science cruise/missions. Managed process improvements to minimize future crises. Facilitated teamwork for troubleshoot persistent failures, fixed them and rising customer satisfaction level. Monitored progress of problem resolution and proactive communications to customers. Managed two full paper machine surveys using vibration, chemistry, and drying teams. Analyzed and coordinated technical training requirements for field service engineers. Below we've compiled a list of the most important skills for a Technical Support Manager. Supervised multilingual technical support agents, provided support and development to improve troubleshooting and customer satisfaction by one call resolution. Support managers are responsible for the coordination of technical and information systems in an organization. Supervised technical supports and acted as engineering liaison to product development. Worked with CCIE Voice Consultant to implement Cisco VOIP ACD for Tech Support Center. Conducted design and code reviews to share knowledge with development and QA teams. Scheduled all technical staff members for customer installations and training. Responded to situations where NetApp product support has been unable to solve customer technical issues. Managed support cases and resolved all issues, evaluated resolution provided to confirm compliance with necessary guidelines. Monitored Network security, enforcing and Internet access. A project manager should have various technical skills and competencies. Developed and evaluated value propositions; created positioning statements relative to new product development. Good technical skills and competencies are very important for a manager. Performed periodic performance reviews of Tier I technicians. Worked (part time) remotely to provide top-tier technical assistance on elevated technical support tickets. You'll need to be a creative problem solver as well since the customer issues you'll be working with will often be complex or time-sensitive. Implemented VOIP (Asterisk) at new locations using Polycom equipment. Standardized all technical support professional training through the Service Strategies Company for cohesiveness. Worked with customers to develop balanced service level agreements. Problem Solving Skills. Installed desktop virtualization with Microsoft RDP and VMware View. Implemented a process improvement initiative presented to senior executives. Handled high level hierarchical customer escalations. Doubled the size of customer base in 36 months by increasing quality of service and reducing costs. Coordinated engagement of Customer Service Management Team and vendor to develop survey and timetable for implementation. Assumed a pivotal role in software and hardware upgrades, training and site acceptance while providing technical assistance to on-site personnel. Migrated users from IPX-based connection to TCP/IP connections, implementing Microsoft WINS and DHCP servers. Developed Knowledge Base for common problems in document capture and document scanners. Directed all activities and provided training for 18 staff members, mentoring for achievement. Free and premium plans, Content management system software. Provided technical diagnosis and repair of satellite telecommunications equipment including Synthesized Converters and Redundancy Switch Equipment. Installed, repaired and maintained customer internet connections. Provided support for internal network, Active Directory, MS Exchange, BES Servers as well as firewall and router configuration. Coordinated a team of external Independent Contractors, including management performance reviews, customer complaint management and accounts payable. Organized product development efforts based on customer feedback, participated in product portfolio planning group. Assisted Pharmacists in filling medications. The good news is, you started building leadership skills by being a high-achieving rep -- but there are a few other skills you need to build to start exceeding goals in your new job, too. Used Sugar CRM ticketing system to create, track and close tickets. Managed 1 scientist and a 4-member remotely distributed U.S. field team dedicated to post-launch field-based product support. You guessed it, being diplomatic. In this post, let's review the support manager position as well as the skills you'll need to have to be successful in your new role. Implemented a national Help Desk, which supported desktop PCs, laptops, facsimile equipment, telephone equipment and PDAs. Developed and coordinated an Engineering Escalation Process for dealing with interdepartmental communications regarding systemic product problem resolution. Performed baseline evaluations, gathered data requirements and devised strategies to global customer base. Designed, directed construction, and instrumentation of $1mm QA laboratory, including GC-TCD, GC/MS, KF, etc. 0333 320 2883. Spearheaded technical support function development for a software product, including troubleshooting methodologies, internal training, and call-handling performance metrics. Established department objective and goals for retain more customers and increase revenue generation for organization. Good Listening Skills. Interacted with product development and deployment teams to provide feedback on premise, web and mobile based products. Provided impact and data analysis of daily case volume to Product Management via SalesForce Reporting and Dashboards. Hired as Programmer; promoted to Technical Support Manager in recognition of leadership capabilities. They direct staff, determine necessary technology advances and … Provided documents and procedures to the FDA and internal auditors within requested timelines. Managed a Technical Support staff responsible for the delivery of technical assistance to customers on a 7x24x365 basis. Diffused customer escalations and briefed Senior Management on critical business issues. Managed a 24/7 group responsible for weekend system implementations and problem resolution to any/all system related problems. Provided Unix and Oracle consultation services to Alcoa businesses implementing Unix and Oracle based applications. Implemented KB solutions within Salesforce for knowledge sharing. Solved technical issues for internal/external customers relating to their cellular equipment and cellular system. Leadership Skills. Designed, developed and implemented systems to improve customer service, efficiency and department morale. Expanded VoIP product line support to 9 different manufacturers through detailed testing & documentation. Facilitated technical training for customer service representatives, field support to sales representatives on all technical calls. They might make mistakes, or they might surprise you, but make sure to check in after the fact instead of stepping in to fix it for them. Let's find out what skills a Technical Support Manager actually needs in order to be successful in the workplace. Diagnosed and resolved software issues involving Internet connectivity throughout the office. Lastly, you'll have to report these issues and other metrics to management teams both within the customer service department and outside of it. Completed employee appraisals and advised on performance reviews. Managed local and remote technical support engineers achieving 100% on-time performance evaluations. Developed, monitored, and maintained all policies and procedures related to Customer Support and Customer Development activities. Performed performance reviews and salary administration for approximately 15 departmental employees. Incorporated Six Sigma and Capability Maturity Model Integration principles to examine areas for performance improvement. How to Build This Skill: Delegate one of your daily or weekly tasks to an employee, and fully hand it off to them. Assisted customers with technically advanced situations and supervisor follow-up, through outbound calls. The average salary for a Technical Support Manager with Microsoft Word skills is $72,274. Managed a team of ten employees providing daily data quality and software support to over 300 banks and credit unions. Implemented TCP/IP, DHCP DNS and other related services. This skill comes in handy when working with both employees and customers. Provided an impartial, forthright management style that dramatically reduced employee turnover. You can't oversee a team of IT professionals if you're lost when it comes to navigating your company's programming systems. Vision is a critical aspect of leadership. Coordinated technical training of District Technical Engineers, Sales Engineers and other technical professionals. Negotiated and created service level agreements for both internal and external customers. Conducted analysis and successfully established cost effective and systematic supplier chain to provide JIT service and material needs. Enforces company policies and procedures. Developed the application using JAVA, JSP, Servlets, Applets, EJB's, PL/SQL and ORACLE. Managed defects and enhancements through the change management and incident management process. Created and managed potential risks and rewards reporting to Product Support Management by analyzing customer base trends. Managed 10 to 18 technical support employees supporting internal and external customers. Monitored daily performance of Customer Service and Technical Support Specialists to insure effectiveness. Defined procedures in conjunction with operating staff, as well as communicating with management regarding relevant quality-related training. Trained and led software support teams of up to 20 technical and professional staff. This article will teach you about technical skills for effective management. Managed CRM and online purchasing system projects, and completed both projects on time and under budget. Managed and implemented SharePoint site and Process documentation. You should hear the other person’s point of view and … Created a deployable SQL Backup solution to facilitate customer backups (C#, SFTP, GoogleApps, Labtech). Served on new-product development teams, identifying and recommending features and functions from the end-user perspective. Ability to Learn New Software and Hardware Active Listening Adaptability Analysis of Technical Issues Application Support Assessing Customer Support Needs Attention to Detail Case Notes Data Migration Data Settings Detail Oriented Diagnosing Hardware … Spearheaded implementation of a new database which significantly improved order processing. Provisioned and implemented VMWare ESX Server and Workstation 4.5 for select Lab environments within the NHEERL group. Carried out major upgrade of all computers from Windows 2000 to Windows XP with no unscheduled loss of service. Maintained partnership between category and development teams to drive cross functional initiatives to ensure best-in-class support. Performed standard safety database maintenance administration activities and ensure proper documentation of these activities for maintenance of a validated computer system. Free and premium plans, Customer service software. When customers escalate issues to the support manager, they expect an effective and efficient response. Provided management support for technical troubleshooting and configuration team on HP/Compaq specific packaged software utilities and operating systems.