Technical Product Support Manager
Technical Product Support Manager Full-time, In-house position As theTechnical Product Support Manager, the individual filling this position, will be part of a growing in-house product support teamfor the companyâ€™s proprietary WINdÂ® technology for real time RF testing, network monitoring, optimization, and analysis solution utilized within the wireless telecommunications industry. In this role you will oversee the management for the product support team, manage the development and maintenance of the training/on-boarding materials for the team, building processes, procedures, and the knowledgebase. Influence and enable the core product support team to have the tools and confidence to consistently provide support and service that exceeds our customersâ€™ expectations and a forerunner in setting defining best in class service and support. Responsibilities Develop standard operational and service processes, procedures, and performance measures for the product support team. Ensuring consistent practices are used and the highest levels of customer support is achieved. Defines, communicates, and ensures service level objectives and continually monitors, troubleshoots, and evaluates the efficiencies of the team and/or problem areas, identifies solutions, and implements approved solutions to enhance the quality of service. Product subject matter expert. Stays current on product information, changes, and updates that have been released or are currently in pre-release testing. Oversee and interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. Work with the product on Android mobile devices, including firmware, rooting, terminal command, etc. Provide and ensure that each customer receives effective and timely support with each interaction viewed as best in class service. Develop and analyze daily, weekly and monthly reports and statistics on help desk teamâ€™s productivity Writes and/or revises user training manuals and knowledgebase. Work with in-house development team on feature enhancement requests, bugs, issues, QA/QC testing of new versions releases or fixes. Provide end-user communications for service outages (i.e. scheduled maintenance), system improvements/upgrades, service improvements or retirements. Contribute to improving customer support by actively performing demos, training, and/or responding to queries and handling complaints. Maintain an orderly workflow according to priorities. Manage training, coaching, and development of direct reports. Establishes and assigns goals for training and development and evaluates direct report performance. Qualifications Must have experience working on Android devices (smart phones, pads, and tablets). Minimum of 5 years in Telecommunications industry, in a Technical Customer Support/Call Center environment preferred. Bachelorâ€™s degree required. Proven ability and leadership in a Help Desk, Call Center, or Product Support Manager role Strong customer service background. Hands-on experience with CRM/ticketing software. Experience in providing customer support, with a problem-solving attitude. Excellent written and verbal communications skill. Excellent knowledge of management methods and techniques. Ability to think strategically and to lead Strong client-facing and communication skills Advanced troubleshooting and multi-tasking skills Benefits As a full-time, W-2 salary, exempt employee, the individual filling this position would be eligible to for holiday pay (six days) and to participate in our company sponsored benefits (2 medical plans, dental, voluntary vision, voluntary short term disability, and voluntary life and AD&D insurance), 401K, and PTO programs. About Solutelia, LLC Solutelia was founded in 2003 and has been a wireless industry resource for over a decade. Solutelia specializes in RF Engineering Services (including staff augmentation/support) and Solutions. From our corporate headquarters in Aurora, Colorado, we offer the revolutionary, real-time network testing solution, WINdÂ®. WINdÂ® is a M2M connected device platform that allows for real-time communication and control. The WINdÂ® application is available on almost any commercially sold *Androidâ„¢ device running version 4.0 or higher. The WINdÂ® application communicates in real-time to the WINdÂ® server (local or hosted), and the server remotely connects to the WINdÂ® console, which can be miles away from the testing site. The console acts as an interactive monitor, allowing a remote user to control and monitor what the WINdÂ® application sees in the live network environment, all in real-time. WINdÂ® supports mobile voice and data technologies including GSM, UMTS, CDMA, EVDO, LTE, LTE-A, and WiFi. Soluteliaâ€™s engineers and business professionals are focused on evolving wireless technology to better serve their clients all over the world. In this role you would be working the with the development team support this revolutionary technology that is changing the way companies like Verizon and others like them test and monitor their networks, making changes real time. *Android is a trademark of Google Inc. Solutelia, L.L.C. - an Equal Employment Opportunity Employer. Please refer to the EEO is the Law Poster and Supplement and Right to Work. Solutelia is a participant in E-Verify.