Wonders Corporation招聘Client Technical Support Manager客户技术支持经理

Wonders Corporation is a fast-growing tech company located at Long Island City, NYC. We are looking for an experienced client facing technical support manager.?
This role will provide front-line leadership for our client tech support team, and work closely with client success team to ensure client satisfaction and maintain long-term business relationships with customers.?

Responsibilities

• Provide support to troubleshoot and resolve technical issues reported by clients and other team members when cases are escalated
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
  

• Familiar with technologies in Network, Linux server and Epson receipt printer issues
• Perform team management tasks by handling team feedback, dividing the workload amongst members of the Technical Support team and coaching Support Specialists on their performance and self-development
• Identify acquisition skills, and prioritize development of new product offerings?
• Ensure clear and consistent support in ticket documentation and guide team to related resources when needed
• Monitor inventory and recommend product or service changes
• Design and implement better processes or policies for operation to ensures all projects meet client needs?
• Manage team projects on key objectives and deadlines?
• Address issues proactively and remove obstacles
• Point of contact regarding technical inquiries and drive quick solutions
• Other duties assigned by management?
  

Requirements

• A bachelor’s degree or above in Information Technology, Computer Science or related fields
• 3 to 5 years’ experience in managing and developing a team of clients in tech support
• Proven record of being inquisitive and championing change as well as initiating process development and ongoing improvement
• Effective communication and follow through, strong organizational skills, and a dedication to customer service
• Bilingual in Chinese (Mandarin) and English is highly preferred
  

Benefits

• Wide range of benefit package options (Medical, Dental, Vision, PTO, 401K)
• Visa sponsorship is available??
  

岗位职责

• 为客户提供支持，排除故障并解决客户以及团队提出的技术问题
• 及时有效地对情况做出判断，思路清晰，能积极与客户，团队成员和工程师进行沟通并跟进过程
• 熟悉网络环境，Linux 服务器和爱普生收据打印机的技术问题
• 团队管理任务包括处理团队内部反馈，为技术支持团队分配工作量，指导支持专员团队的绩效和自我发展建议
• 辨识合并技能，并优化新产品的研发
• 确保工单文档的清晰度和一致性，并在需要时指导团队获取相关资源
• 监控库存并推荐产品或服务的更改
• 设计和实施更好的运营流程或政策，以确保所有项目满足客户需求
• 管理团队项目的关键目标和截止日期
• 主动解决问题并消除障碍
• 作为焦点联系人与客户进行技术咨询并推动快速解决方案
• 可承担管理层分配的其他职责
  

岗位要求

• 信息技术、计算机科学或相关领域本科及以上学历
• 3 至 5 年的管理经验和领导开发技术支持客户团队的经验
• 具备行业好奇心，支持变革以及启动流程开发和持续改进的心态
• 能有效的沟通和跟进、具备强大的组织能力以及对客户服务的奉献精神
• 中英双语者优先
  

福利

• 广泛的福利套餐选项（医疗、牙科、视力、PTO、401K）
• 可提供签证担保
  

请发简历至：rayna.wang@wondersco.com


补充内容 (2021-09-21 00:16 +8:00):
其他技术类岗位也欢迎各位积极投递：
Backend Java Developer: https://wonders.zohorecruit.com/ ... r?source=CareerSite
Tech Support: https://wonders.zohorecruit.com/ ... t?source=CareerSite

求各种科技和工程师简历请砸过来~

希望各位积极投递，另外附上公司其他急聘岗位的JD链接：
Client Technical Support Manager: https://wonders.zohorecruit.com/ ... r?source=CareerSite
Technical Support Specialist:  https://wonders.zohorecruit.com/ ... t?source=CareerSite
Backend Java Developer: https://wonders.zohorecruit.com/ ... r?source=CareerSite
Client Success Manager/Director: https://wonders.zohorecruit.com/ ... r?source=CareerSite
Client Success Specialist: https://wonders.zohorecruit.com/ ... t?source=CareerSite