Customer Technical Support Manager

Above our heads and below our feet is a spiderweb of cables, pipelines, electric lines, sewer systems, telecommunications networks and more. From the assets themselves to the people that manage and maintain them, everything and everyone must work together seamlessly to ensure reliability, resiliency, safety, and ongoing compliance with local and federal mandates.

For decades, Irth Solutions has worked with global leaders such as Shell, ExxonMobil, T-Mobile, Verizon and more to provide industry-leading technology to help enhance the reliability and resiliency of their critical network infrastructure.

We know our work is mission-critical and we are committed to our goal of responding to customer needs and continuing to innovate to deliver impactful solutions for the future.

But we can't do it alone. We need dedicated, hard-working professionals that foster a collaborative, fun and supportive environment that ensures respect and a safe place to allow ideas to flourish. At our core, we value transparency, honesty, and integrity. Our team thrives on diversity and those who take responsibility, ownership and make a commitment to teamwork.

At Irth Solutions, teamwork means supporting one another's goals and celebrating collective victories. Individually, we can get our jobs done - but together, we can all achieve bold visions. Are you interested in joining Irth Solutions? Start by applying below.

Irth Solutions is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Why irth needs you

We're growing fast and scaling our uniquely valuable solutions to industry leaders in the Energy and Utility markets. Enabling this growth is an Agile development model utilizing the latest SaaS and mobile technologies. The quality of our solution is essential to our success, so we're seeking IT professionals with a passion for delighting customers with exceptional user experiences. The successful candidate will join a high-performing delivery team, adding value and directly contributing to irth's success.

Why you need irth

irth knows how to rapidly innovate and delight customers. You love challenging yourself to exceed expectations, making a difference, and seeing the results of your hard work. As a part of our team, your skills and experience will contribute to the continuous improvement of the solution and the processes that drive it.

What you'll be responsible for

• Responsible for providing outstanding customer service/support and the timely resolution of customer issues
• Will serve as the escalation point for any issues passed on from the support team
• Will provide assistance to Support Specialist/Analyst as needed with support issues
• Work with customers and maintain contact throughout life of escalated support case
• Responsible for maintaining established case documentation standards
• Demonstrates the ability to gather and submit detailed system and issue information for documenting support cases
• Responsible for final review and testing of cases marked as fixed pending release before responding to the customer.
• Any cases that need escalated to development, enhancement, or executive staff will go through Sr. Analyst first
• Responsible for monitoring workflow queues to ensure cases are being addressed and updated within time frames established by management
• Will use established acceptable limits for tickets to ensure cases are being worked in timely manner and updated properly
• Works with customers to find long-term solutions to problems rather than 'quick fixes'
• Meet and exceed established goals and development plans as determined by Manager, Client Services
• Will assist management with continuing development and coaching of support staff
• Responsible for participating in weekly on-call rotation for after-hours customer support
• Will serve as primary point of contact for issues encountered by Analysts during on-call rotation. Will escalate issues to management or development as needed
• Willingness to take ownership of support issues and projects and see them through to finish
• Maintains knowledge base of customer information and problem resolutions
• Expected to maintain and progress high-level knowledge of irth Solutions products
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team
• Has a complete understanding of irth Solutions company vision and core qualities
• Participates and contributes to the development of educational programs offered to customers, prospects and company employees

Who you are

• You have a bachelor's degree or comparable experience in the technical software industry or in a business-related field with a minimum of three years in technical support capacity
• You must have a minimum two years consistent experience in call center or helpdesk environment
• You have excellent oral and written communication skills
• You demonstrate the ability to diagnose and resolve critical and non-critical support issues in high-pressure situations
• You can demonstrate knowledge and skill in the use of current desktop and server operating systems and widely used computer software like Windows Desktop and Server applications as well as internet browsers
• You have creative problem-solving and strong interpersonal skills.
• You are able to embrace and respect the team culture approach and an attitude of "team first" rather than "me first" .
• You have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• You have the ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• You have a strong self-initiative.
• You have a desire/commitment to constantly learn and improve
• You have a long-term focus (realizing how complex/difficult this role can be and how long it can take to make an impact)
• You have a willingness to take risks and make decisions for themselves based on situations
• You have a mindset of delivering solutions rather than fixing a problem
• You "get" technology, creative, interpreting what the problem (opportunity) is
• You have technical competence (understand software, hardware, networks, etc.)
• You have strong organizational skills
• You have the ability to manage multiple customers and issues
• You are motivated, goal oriented, and persistent
• You have solid leadership qualities
• You maintain a professional and positive attitude with customers and co-workers at all times

Benefits

• Highly competitive total compensation package
• Generous medical, dental, vision, life, and disability insurance coverage
• 401k + company match
• Unlimited PTO policy
• 8 company paid holidays
• Fun, positive and enthusiastic environment
• Snacks and refreshments provided