Tier 3 Technical Support Manager

Company Name:
Constant Contact
Tier 3 Technical Support Manager
At Constant Contact we are committed to the success of our customers and our customers have taken notice. Amongst our recent Company awards, we are honored to have received the 2014 People's Choice Stevie Awards for Favorite Customer Service Team.
As the Tier 3 Technical Support Manager you will be working within the Customer Experience Team and will be responsible for the management, professional growth and development of this highly technical team. The Tier 3 Technical Support Manager will also be responsible for the escalation process within our technical support teams and will manage the flow, processing, prioritization, and progress of issues to our development teams. This manager will develop strong relationships and work closely with our development managers, product managers, and customer support. The successful candidate will be able work collaboratively to facilitate solutions and processes to address customer issues. It is imperative that this manager is comfortable working with cross functional teams to ensure the best possible customer experience is provided to our customers.
Essential Job Responsibilities
Lead and direct the Tier 3 Technical Support team; including day to day management and professional development
Manage the escalation process with our technical customer support teams; ensure appropriate service level coverage, as well as providing ongoing, timely updates on new issues, technical training/mentoring on new product features, work arounds and processes as needed
Work collaboratively with customer support & development teams to resolve difficult production issues under tight time constraints
Drive the analysis and data gathering to determine root cause and reproduce issues found by our customers.
Provide ongoing, timely updates on product issues to management and stake holders, including, customer impact and messaging to customers
Ensure front line support and sales staff are provided accurate, timely and consistent information on issues
Responsible for maintaining adequate staffing levels and provide contingent staffing plans in the event of production outages
Partner closely with the training team to ensure technical information is relevant, accurate and communicated at the appropriate level for all product releases and roll outs
Design, implement, and track processes needed to improve the customer's experience
Collaborate with Voice Of the Customer team to assign a feedback lead from Tier 3 to all major feature and product rollouts
Manage technical customer escalations to Tier 3, and assist in troubleshooting and resolution of the customer experience

Job Requirements
5+ years in a management position with relevant business experience. Career Progression in a contact center preferred
Minimum of two years of experience working with relevant programming technologies is a must
(SQL, ASP, XML, .NET, HTML/XHTML, Ruby, java, JavaScript)
Demonstrated high level of performance as a Technical Support Manager
Strong people management skills including employee development, team and customer focus, conflict resolution and performance reviews
Strong troubleshooting skills and determination of appropriate prioritization based on customer and business impact
Capacity to work in an interrupt-driven, fast-paced environment and deliver quality solutions to customers through strong analytical/problem solving skills
Ability to communicate effectively with the Support Management team as well as departments across the company (Sales, Marketing, Professional Services, Engineering, Product Management, IT etc.)
Demonstrated strong leadership and the ability to foster an environment of teamwork
Consistent focus and passion to deliver the best possible experience for our customers
Demonstrated ability to prioritize, plan, and execute daily duties and responsibilities
Strong initiative on taking ownership of development and driving progress toward career goals
Successful cross functional project management
Bachelor's degree or equivalent
Experience and understanding of the software development cycle
Working knowledge of CRM software such as Salesforce
Creativity and thinking outside the box is a must


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