Software Support Manager

Apply by eMail:15344160.185@jobfrenzy1.com

Description:
Job Description Apex is looking for a Software Support Manager with commercial software support experience for a permanent employment opportunity. .*Qualified candidates must have worked for a software company. (ie: worked for a company that created and sold proprietary software applications.) Job Summary: The Software Support Manager will be responsible for ensuring that all customer issues are tracked and resolved. Outstanding customer management skills will be required to keep customers informed and manage their expectations while issues are being resolved. This individual will partner with the business account manager to respond to customer needs and engage the client relationship to anticipate future need and risk. This includes responsibilities for constant customer communication and information exchange. The customer service manager will be ultimately responsible for customer needs and will focus on reaching mutually beneficial outcomes of all customer interactions. Requirements: Become a functional expert in the use of client products. Review and categorize all customer reported issues, ensuring that issues are properly triaged and understood before assigning to a technical resource. Determine if there are feasible workarounds for customer issues and communicate same to customers. Continuously seek to build and enhance enduring relationships with customers while working to achieve a thorough understanding of their current and future needs. Schedule and conduct regular meetings with customers to review service and product quality and ensure ongoing satisfaction. Work closely with engineering and implementation resources to resolve customer issues. Investigate and solve customers' problems, which may be complex or long-standing. Handle customer complaints and subjective issues. Communicate with members of the product management teams to provide information regarding future product features, enhancements and functionality. Lead, manage and develop a high performance customer care organization. Submit status reports and escalate high-level service quality issues, when necessary. Qualifications: Bachelors degree or equivalent work experience Strong leadership skills Able to read and scan client logs, pull server logs Work with standard text files, WebLogic output, oracle trace Ability to analyze, prioritize and resolve complex problems. 5 to 10 years of customer support experience in the commercial software arena. Client offers relocation assistance, bonus potential, 401(k), and health, dental, and vision insurance. Apex Systems, Inc. is an Equal Opportunity Employer and encourages minority and female applicants to apply.

Requirements:
See Above

Education: Not Specified

Experience: Not Specified

Travel: Not Specified

Apply by eMail:15344160.185@jobfrenzy1.com

Job Created: Sun Oct 25 2009 04:27:05 AM
Last Modified: Sun Oct 25 2009 04:27:05 AM