Technical Support Manager

Technical Support Manager

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Position Details

Department:
Support

Exemption Status:
Exempt

Reports To:
Chief Executive Officer

Summary of Duties and Responsibilities

Provides technical support leadership for ISI.  This role is responsible for all aspects of the relationship our customers have with the support organization.  This role collaborates in a cross-functional manner with other departments to complete our core objectives:

  1. Do what is right for our customers
  2. Resolve customer issues in a timely manner
  3. Decrease the volume of support tickets through documentation and product suggestions that improve user experience
  4. Improve customer advocacy of ISI

Essential Duties/Responsibilities

  • Day-to-day management of the support team including customer escalations
  • Build and Mentor a top-tier, high-performing team
  • Create and maintain customer-facing documentation
  • Consult with the leadership team on industry best practices
  • Continuously learn new technologies and build a culture of continuous learning for the team
  • Become a product expert who acts as an advocate for the user experience of our customers

Requirements

Bachelor’s degree (BA/BS) in business, science, or other related discipline along with 3-5 years of equivalent technical support experience.  Managerial or Team Lead experience required.

Competencies

  1. Leading a support team
  2. Strong communication skills with both technical and non-technical individuals
  3. Expertise in supporting cloud applications
  4. Knowledge of Salesforce and/or other CRM platform
  5. Knowledge of Unified Communications Platforms preferred

Why ISI?

  • ISI offers a competitive base salary commensurate with experience and a bonus plan
  • Flexible Work from Home Policy available
  • Full benefits package including medical, dental, and 401k plans
  • Generous Paid Time Off (PTO) policy to ensure a solid work/life balance
  • At ISI we hire driven, dedicated individuals who want to be part of a team. Our working environment encourages employees to excel. We believe in rewarding our staff for exceptional work.

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    ISI is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. ISI is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

    We Live By Our Values

    Authenticity

    At ISI, we want you to be your authentic self. We also want you to accept others for who they are. We believe that honest and empathetic communication is the best way to cultivate trust and meaningful relationships, which is critical to a healthy and sustainable work culture.

    Creativity

    Curious people thrive in our culture. We love questioning the status quo and looking for better ways to do things. We never stop learning or preparing for the future. At ISI, we depend on creative individuals who aren’t afraid to speak up and challenge old paradigms. This is how we drive innovation.

    Integrity

    Integrity is our compass. It keeps us on our path, even though uncertain and challenging times. It’s how we treat our customers, our employees, and our community. We wouldn’t have lasted four decades without it. It means being humble and courageous. A learner and a leader. It means working for the betterment of yourself, your team, and customers at the same time.

    "We want people on our team to always stay curious. Curiosity is the driving force behind creativity, and is vital to keeping a technology company like ours innovative and competitive."

    Jason Forehand

    Chief Executive Officer

    ISI

    Our Benefits

    In addition to offering a supportive, high-energy & fun work environment, we offer a competitive salary structure and comprehensive benefits package. Our benefits include:

    Health, Dental, Vision, Life, and Short-term and Long-term disability insurance

    Tuition & Professional Development Reimbursement policies

    401k Plan and Company Match

    Identity-Theft coverage (LifeLock)

    Flexible spending benefit plans for health, dependent care, transit, and parking expenses

    Paid Time Off (PTO)

    Flexible work-from-home policy

    On-site Fitness Center

    "ISI is a great place to work – we have a tight-knit, collaborative culture, with leaders that provide mentorship while still allowing independence. After 32 years, I am more excited than ever to be part of this team and its future."

    Kathy Learnan

    Director of Customer Support