What are the responsibilities and job description for the Technical Support Manager position at Eventide, Inc?
Company Description
Eventide Inc is an audio software and hardware company based in Little Ferry, NJ. Founded in 1971, we have revolutionized the industry with our broadcasting and recording products. We manufacture hardware and software products for audio effects processing, live performances, digital delays, and telephone call logging.
Job Description
Technical Support Manager Position
The Technical Support Manager will manage a small support team and will directly contribute (hands-on) to successful and timely technical support outcomes. The successful candidate will:
- Become a product support expert for our line of communications recording solutions.
- Learn and understand software and hardware supported by the company.
- Participate directly in the support queue (as a member of the support team), taking incoming trouble calls/emails, troubleshooting the problem and providing resolution in a timely manner.
- Serve as company liaison with resellers on technical support matters.
- Continuously manage every support ticket in the system, to determine urgency and closure.
- Monitor and follow up on all requests from submission to resolution.
- Collaborate with resellers to fully understand problems and to set expectations.
- Independently trigger escalations whenever necessary.
- Collaborate with internal Development Engineers to determine steps toward resolution.
- Provide technical training to resellers’ technical and installation staff
- In depth experience working with at least one CRM system. Jira experience preferred.
- Experience providing tier two support for a software product.
Qualifications
Desired Skills and Expertise
- Bachelor’s degree in Computer Science or related field
- Strong time-management/project management skills
- Ability to stay focused on core responsibilities while successfully handling a wide spectrum of client requests
- Proven troubleshooting, analytical and problem-solving skills
- Strong written and verbal communication skills
- Friendly and courteous demeanor with emphasis on strong customer service
- Willingness to be “on call” and work extended or unscheduled hours as needed
Additional Information
- Position is at Eventide located in Little Ferry, NJ
- Eventide Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity