Customer Care Manager

Your Role as a Customer Care Manager: 

Seeking a resourceful, detail-oriented, and IT savvy individual to fill the position of Customer Care Manager. This role is responsible for providing advanced troubleshooting for Appspace customers regarding a variety of software, hardware, network, and security issues. This role also guides a team of support engineers. The successful candidate will be self-motivated, patient, and able to accomplish multiple tasks at once with little supervision. 

A Day in the Life of a Customer Care Manager: 

• Provide guidance, mentorship and direction to a team of Support Engineers
• Work in queue alongside your team of Support Engineers
• Set goals, expectations, track goal progress and provide regular feedback for your team of Support Engineers
• Perform routine 1:1 with each of your Support Engineers
• Interview potential team members and provide feedback to your manager
• Report challenges and issues to your manager, maintaining open communication
• Respond to Customers technical support inquiries submitted by phone, email or chat meeting Customers SLA requirements
• Provide 2nd tier support, training, and mentorship to junior support team members to assist in resolving customer issues
• Deliver daily updates to Customers by phone, email, or case note entry
• Create knowledge base articles (WIKI’s) to document steps required for complex installations, upgrades, advanced troubleshooting, and known fixes
• Work on projects in various stages including prep work, building test environments, and verifying deployment correctness as well as project deployment 
• Configure equipment to resolve connectivity issues and network-related challenges including firewalls, ports, TCP/IP settings, and complex security issues 
• Configuration and management of PCs as well as Cisco DMP, MediVue, BrightSign, Chromebox, Crestron, and other devices using Appspace software 
• Manage escalations in JIRA and be the liaison between the Support Team and the Product development team 
• Prepare for and attend customer-facing meetings and provide accurate status updates on escalated issues
• Perform QA testing of new products and provide feedback to the Development team 
• Continue to expand their knowledge of both Appspace proprietary software as well as relevant IT skills such as scripting, HTML5, APIs, etc. 
• May require travel to customer locations to provide onsite advanced support and/or training

What You’ll Need: 

• Must be organized and have excellent oral and written communication skills 
• Creative problem resolution skills and the ability to solve problems by analytical reasoning rather than repetitive learning is required 
• Trustworthy, reliable, and customer-focused 
• Ability to confidently communicate technical issues and game plans to multiple audiences, at a technical expert level in layman's terms
• Proficiency in Windows XP/Windows, Windows 8 and 10 operating systems 
• Troubleshooting experience with older versions of Windows 2008 R2/2012 R2, as well as Windows Server 2012/2016/2019 and current versions including installations
• Knowledge of networking including LAN/WAN monitoring, TCP/IP config, traffic types, understanding DHCP and DNS services/servers, proxy servers, firewalls, and VPN 
• Experience with IIS configuration, website hosting, and Linux/Unix-like operating systems
• Experience with database queries on current versions of MySQL, MS SQL, and MongoDB
• Bachelor’s degree in IT/Computer Science, Engineering, or equivalent experience
• At least 5 years’ experience troubleshooting IT/Software applications; SaaS preferred
• 1+ years of supervisory experience preferred
• 1+ years of troubleshooting Network/Security problems preferred 
• Working knowledge of JIRA and Salesforce preferred

The Perks of Working for Appspace:

For all our UK based team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage, employer paid life insurance, mental health resources, pension plan and paid maternity and parental leave program.

Additional perks include:

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• 1/2 Day Fridays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment