Job Description

 Ideal candidate will have experience in coaching and mentoring team members in a fast paced environment. Will deliver excellent customer experiences while having a strong aptitude for analyzing and solving problems quickly. Uses process of elimination to identify the best course of action to take. Candidate will possess extensive technical knowledge in the following disciplines: Windows operating systems, SQL Server, basic networking, electrical components (i.e. circuit boards, sensors, and power systems). Candidate will be highly experienced in providing excellent customer service and problem solving. We are looking for a creative, decisive, and tenacious candidate to fill this role.

PRIMARY JOB FUNCTIONS:

Mentor and coach Technical Support Analysts and delegate workload appropriately. Administer performance reviews on a regular basis. Analyze metrics and report concerns to management. Handle administrative tasks and scheduling which includes reporting on specified metrics, processing customer surveys, and managing time cards. Provide excellent product and technical support to resellers and end users as well as Technical Support Analysts. Troubleshoot and assist customers via phone, web based tools and email. Research customer issues and collaborate with other departments (QA, Development, Production, Professional Services, and Sales) in order to provide the best product support possible. Coordinate and perform training for Technical Support Analysts. Assist and take ownership of escalated calls and cases as needed. Coordinate and create documentation for processes and product troubleshooting. Identify areas of improvement for the Technical Support department. Manage Technical Support Portal and Knowledge Base. Create and review bugs submitted to QA and Development. Assist with other duties as assigned by Director of Software Development & Technical Support.

REQUIRED SKILLS:

• Ability to coach and mentor team members positively and effectively.
• Capable of managing multiple projects and priorities at once.
• Proficient in communicating with clients professionally and courteously.
• Excellent written and verbal communication skills with the ability to present and translate complex information to both internal and executive teams in relevant business terms.
• Strong technical and analytical skills.
• Excellent time management and organizational skills and experience establishing guidelines in these areas for others.
• Strong sense of personal accountability regarding decision-making and supervising the team
• Exceptional customer presence
• Impeccable attention to detail and follow-through
• Solid experience in troubleshooting and resolution of software and hardware problems.
• Proven ability to function in a self-directed environment.
• Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.
• Innovative thinker who is positive, proactive, and readily embraces change.
• Assist resellers and end users in order to optimize installations and configurations in a complex network environment.
• Ability to articulate technical information to non-technical users.

DESIRED SKILLS:

Software, Hardware, and Networking Support, Knowledge of Microsoft SQL Server & Management Studio, Epicor ERP, VMWare, TeamViewer, Crystal Reports, Industrial Vending and/or Manufacturing/Distribution. Basic knowledge of mechanics and electronics.

Company Description

AutoCrib is the leader in industrial vending technology. We design and create all of the software and hardware in-house to help manage inventory for our customers. Our industry is vast; customers range from manufacturing to government to retail to data centers. We are a growing company that is looking for candidates who are looking for a challenge and like to wear a lot of hats. AutoCrib is big enough to provide the resources you need, but small enough to still feel like a family. Our culture is work hard, play hard. We believe in giving employees autonomy to make their own decisions and actively help them with their career path.