StormSource Software is a software development company focusing on SaaS (Software as a Service) products. Our flagship product is Appointment-Plus (www.appointment-plus.com). Appointment-Plus is an industry-leading online appointment scheduling system with clients ranging from Fortune 50 companies to small businesses. We are a fast-growing company with a culture that rewards hard work, innovation and leadership.
We are an EEO employer, dedicated to a culturally diverse, drug-free work place, and to the respect and well-being of each employee.
Title
Technical Support Manager for PHP and MySQL SaaS Application
Job Description
The Technical Support Manager must constantly seek to improve all areas of customer support. They play a significant role in customer retention and satisfaction, as well as overall company strategy. The best candidate will have experience with forums, wikis, online help development, webinar tools, phone support best practices, and support organizational structure best practices. They will not only have a strong technical background, but they will also be a take-charge visionary with the desire to create the worlds best support organization.
The Technical Support Manager has the following responsibilities:
Manage support staff (2-3 people)
Train new staff
Perform ongoing training on best practices for support
Set goals for staff and monitor progress
Perform periodic reviews for staff
Seek out and implement tools to improve support
Monitor and report on ticket closing rates
Answer level 2 tickets
Answer support calls
Work with callers who request to speak with a manager
Troubleshoot issues within the application
Run MySQL queries to analyze issues
Oversee help text maintenance within applications
Implement features within applications to help customers find answers
Provide strategic vision for the support group
Respond to after-hours support calls and messages and manages on-call schedule
Requirements
Bachelors degree
Minimum 2 years experience in technical support management
Minimum 2 years experience in PHP and/or MySQL
Experience with software support
Excellent writing skills
Excellent testing and problem solving skills
Experience in managing staff
This is an on-site full-time salaried position.
Benefits
StormSource offers the following benefits to employees:
401k with match
15 days paid time off per year
Paid holidays
Free beverages and snacks
To Apply
Email resume and cover letter, if applicable, to jobs@stormsource.com. We are interested in filling this position quickly. The selected candidate may start immediately.
StormSource Software
13951 N. Scottsdale Road
Suite 131
Scottsdale, AZ 85254
- Location: Scottsdale Airpark
- Compensation: 65,000
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