Technical Support Manager jobs in Ogden, UT
Technical Support Manager manages technical service-related operations for an organization. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Being a Technical Support Manager ensures that physical inventory levels are monitored and replenished as needed. Responsible for designing and implementing improved process or operational policies. Additionally, Technical Support Manager recommends changes to products or services to fulfill customer needs. Requires a bachelor's degree. Typically reports to a top management. The Technical Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Technical Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Recently Added Technical Support Manager jobs
Technical Support Representative
- Juniper Systems
-
Logan, UT
FULL_TIME
-
Technical Support RepresentativeJob SummaryThe Technical Support Representative works as part of the Sales and Marketing team to deliver outstanding technical support for our customers, based on the first maxim of the company: “We serve our customers and fellow employees with trust, love and respect, and active support, and expect the same in return”.The job consists of taking incoming technical support inquiries from customers. The Representative will listen, then analyze, troubleshoot, and resolve issues for customers, and document customer inquiries, responses, and recommended resolutions in the Technical Support database. The Representative may be required to respond to direct calls, emails, or messaging services. Issues may exceed the ability of the Technical Support Representative to respond with a resolution, which may be escalated to the next Tier of support. Representative will ensure that escalated issues are addressed to the customer’s satisfaction, including follow-up to with customers. Resolution may include remote troubleshooting or configuration of a customer’s equipment for issue resolution or to educate the customers. Additional tasks may include validation of service inquiries and RMAs, submission of issue (Bug/Feature) requests to Engineering or Product Management and assisting in documentation of issue resolution for the product knowledgebase. Position may also involve some sales activities; including recommending products and/or services, and accessories to support the customer.Primary individual responsibilities for this position fit into the following categories with approximate time allocation and may differ depending on current needs:
- Responding to Technical Support inquires, calls and emails (70%)
- Validation and assistance with RMAs (20%)
- Sales and recommendations for additional products and services (10%)
Job Duties and Responsibilities- Ensure a positive experience for the customer
- Responds to customer support inquires via telephone, email, or direct messaging, and provides recommended best practice resolution to issues.
- Documents support issues, responses and resolutions in the Technical Support database.
- Escalates issues to next Tier of Technical Support where appropriate. Follows up with escalated issues to ensure resolution.
- Interacts and coordinates with other departments to resolve customer technical issues.
- Submits documentation of unresolved issues or requests in the appropriate Feature/Bug request database.
- Performs Service RMA (Return Merchandise Authorization) validations and assists customers in completion of RMA applications.
- Reviews and becomes fully competent in the product support knowledgebase and assists in submission of new content and revisions.
- Recommends additional products and services where appropriate to best serve the support inquiry and direct the customer to the appropriate sales resource.
- Assist in customer education initiatives and activities where appropriate.
- Responsible for Continuous Improvement by investing effort in learning about each product sold and appropriate troubleshooting techniques to resolve customer issues.
Skills, Knowledge, and Experience- Experienced computer skills including knowledge of Word, Excel, Outlook, knowledge of CRM, and ERP programs.
- Strong verbal and written communication skills are highly desired.
- Skills and knowledge working in an IT/Help Desk environment, supporting various applications and operating systems is desired.
Communication, Negotiation, and Networking SkillsThe job requires technical school graduate writing, reading and verbal skills. Requires negotiation skills at a level that facilitates routine communication between inner-company personnel for the execution of corporate internal functions, and to some extent, with customers or suppliers when resolving daily problems in the supply chain. This degree implies an ability to network within the company effectively, in order to carry out the duties of the job.Requires the ability to communicate with customers and clientele in a highly professional manner. May require the ability to network effectively within and without the company. Ability to professionally communicate issues of a highly technical manner to users with varied degrees of technical skill with the products. Ability to quickly read the technical level of the customer and appropriately respond. Ability to read and understand general business terms and processes. Ability to create reports and business correspondence and to effectively present information and respond to questions from the sales team.Working Conditions- Normal 40-45 hours per week, Monday through Friday, 8am-5pm, normal time off for holidays.
- Work is performed on site at Juniper Systems Inc. Main Office in Logan, UT.
- Schedule may require some flexibility and coordination with co-workers during the day to ensure coverage of the Technical Support Phone, Email and Chat during business hours.
- Weekend work is not normally required. May require a minimal amount of travel: tradeshow attendance, customer visits, etc.
Physical Demands:
This position requires sitting for extended periods of time, use of hands for typing, and occasional reaching. Requires the ability to talk, see, and lift up to 50 pounds.
The above statements describe the general nature and level of work being performed in this job function. This is not intended to be an exhaustive list of all duties, and really additional responsibilities may be assigned by Juniper Systems.Juniper Systems, Inc. is an EQUAL OPPORTUNITY EMPLOYER - 7 Days Ago
Technical Support Intern
- Entrata
-
Logan, UT
INTERN
- Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored w...
- 13 Days Ago
Technical Support Agent - Logan
- Entrata
-
Logan, UT
FULL_TIME
- Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored w...
- 1 Month Ago
Technical Support Specialist and Programmer
- Weber State University
-
Ogden, UT
FULL_TIME
- Position Details WSU's Commitment to Diversity Weber State University is an Equal Opportunity Employer committed to creating an inclusive environment by welcoming all individuals, including culturally...
- 1 Month Ago
Senior CRM Technical Support
- Entrata
-
Logan, UT
FULL_TIME
- Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored w...
- 1 Month Ago
Product Technical Support Specialist (bilingual)
- NextCentury Submetering Solutions
-
Providence, UT
FULL_TIME
- NextCentury is looking for experienced bilingual (English/Spanish) Product Support Specialists. Description General Position Description: As a NextCentury Product Support Specialist, you will serve as...
- 21 Days Ago
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0 Technical Support Manager jobs found in Ogden, UT area
Production Technician- Magna, UT
- Praxair, Inc - a Linde Company
-
Magna, UT
- About Linde: Linde is a leading global industrial gases and engineering company with 2023 sales of $33 billion. We live ...
- 4/24/2024 12:00:00 AM
Supervisory Air Traffic Control Specialist, (MSS-3, Level 10), Support Manager
- Federal Aviation Administration
-
Salt Lake City, UT
- Summary Serves as a Support Manager in a terminal or en route facility, responsible for planning and directing the opera...
- 4/24/2024 12:00:00 AM
Tech Support Specialist
- Franklin Covey Co
-
Salt Lake City, UT
- Location: Tech Support Specialist in Salt Lake City, UT at Franklin Covey Careers **Location:** **Experience:** Not Spec...
- 4/24/2024 12:00:00 AM
Information Assurance (IA) System Security Engineer (ISSE) II
- General Dynamics Information Technology
-
Ogden, UT
- Req ID: RQ164046Type of Requisition: RegularClearance Level Must Be Able to Obtain: Top Secret SCI + PolygraphPublic Tru...
- 4/24/2024 12:00:00 AM
Healthcare Policy /Advocacy Coordinator (Cardiovascular) - Remote (NC/DC or neighboring states)
- Frankel Staffing Partners
-
Salt Lake City, UT
- Our client, a highly-regarded national medical association based in the Research Triangle Park, NC area, is actively rec...
- 4/23/2024 12:00:00 AM
Instruction Support Manager - REMOTE
- MasteryPrep
-
Salt Lake City, UT
- Ignite student success with unrivaled operational brilliance Organization meets opportunity in the role of Instructional...
- 4/23/2024 12:00:00 AM
Cloud Solution Architect
- Space Dynamics Laboratory
-
Ogden, UT
- Job ID: 18427Are you passionate about driving innovation in cloud computing? The Space Dynamics Laboratory (SDL) invites...
- 4/23/2024 12:00:00 AM
Database Administrator
- Leidos
-
Ogden, UT
- Description The Digital Modernization Sector has a career opportunity for a ServiceNow Database Administrator supporting...
- 4/12/2024 12:00:00 AM
About Ogden, Utah
Ogden /ˈɒɡdən/ is a city and the county seat of Weber County, Utah, United States, approximately 10 miles (16 km) east of the Great Salt Lake and 40 miles (64 km) north of Salt Lake City. The population was 84,316 in 2014, according to the US Census Bureau, making it Utah's 7th largest city. The city served as a major railway hub through much of its history, and still handles a great deal of freight rail traffic which makes it a convenient location for manufacturing and commerce. Ogden is also known for its many historic buildings, proximity to the Wasatch Mountains, and as the location of Web...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Technical Support Manager jobs
$119,720 to $159,539
Ogden, Utah area prices
were up 2.3% from a year ago
were up 2.3% from a year ago
What does a Technical Support Manager do?
Technical Support Manager in Muskegon, MI
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