Technical Customer Support Manager jobs in Bergenfield, NJ

Company Description

Eventide Inc has been designing and manufacturing cutting edge, mission critical communications equipment for over 50 years. We build exquisite hardware and software that is recognized for its reliability as well as state of the art technology. Our equipment is used around the world for 24x7 Mission Critical operations and with the release of our next generation of technology, the possibilities are limitless.

Job Description

We’re looking for a dedicated person to join our support team in providing technical guidance for dealers and resellers. They must
have excellent communication skills and be comfortable with technology and learning a new product. The candidate will become an
expert in the Eventide product line and be continuously seeking to expand their knowledge. The person will work to resolve issues via
phone, email, and occasionally in person.

Responsibilities
The responsibilities include but are not limited to finding a positive outcome for customer satisfaction. A significant portion of each
day will be spent communicating with customers via phone, e-mail, chat or in-person.
• Interact directly with customers and Eventide dealers responding to technical information requests & problem reports
related to the Eventide hardware & software products
• Assess the severity of incoming issues and escalate to senior staff when appropriate
• Continuously expanding their knowledge to become senior staff.
• Aid customers in the proper provisioning, configuration & installation of Eventide hardware & software
• Record & document customer communications via the issue tracking systems and product defect tracking systems
• Trouble shooting and resolving problems directly or working with engineering and production to resolve hardware
problems

Qualifications

Required Qualifications
• Excellent verbal & written communication skills. Must be well spoken over electronic communications with an ability and
willingness to work directly with customers to resolve complex technical issues
• Excellent trouble shooting skills. Must have an analytical mind which can apply trouble shooting skills systemically and
methodically to identify root cause and resolve problems
• Self-motivated & able to work in a professional environment with limited direct supervision
• The candidate must be able to demonstrate technical proficiency with a software system that they have worked with in the
past and be able to explain how it works.

Preferred qualifications
• Experience working in a support environment
• Grasp of computer architecture and server hardware
• Knowledge of TCP/IP network design, switching, configuration and debugging skills
• Experience writing computer programs or automation scripts.
• Working knowledge of Linux (Debian or similar) and Windows operating systems at the system administrator level
• Knowledge of VoIP protocols, including but not limited to H.323, SIP, SCCP (SKINNY), etc. is a plus, but not required
• Exposure and working knowledge of some but not all traditional telecommunications technologies, such as analog
telephones and trunks, T1 & E1, ISDN-PRI, is also a plus, but not required
• Available to travel up from 5-25% depending on demand
• Preference will be given to candidates with BS in Computer Science, Computer Engineering, Electrical Engineering,
Telecommunications and/or 3 years equivalent level of relevant technical experience.
• Ability to work nonstandard hours.
• Ability to commute at least 3 days a week to the NJ office.
• DoD Security clearance

Additional Information

Position is at Eventide located in Little Ferry, NJ

Some of the benefits of working for Eventide:

Free coffee, tea, soda, snacks

Health, Dental, 401k w/ matching

Company events

Eventide Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.