Sr. Support Manager

?LOCAL CANDIDATES ONLY!!!

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The ideal candidate will be responsible for managing customer support calls from large financial institutions who use the company?s enterprise-level information management system. A hands-on, customer facing role that requires good communication, and strong problem-solving and organizational skills. Acts as a critical interface between customers, development, quality assurance, sales, product management and client services to ensure ongoing resolution of customer issues.

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Acquires and applies in-depth knowledge of the company?s software and customer support processes. Provides leadership and guidance to a large number of resources across several functional areas or entities. Builds productive working relationships with internal teams, customers, and management staff.

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Duties, Responsibilities, Accountabilities & Key Tasks:

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Incoming Support (?Level 1? and ?Level 2?)Receive incoming support calls and messages.Work with customers to diagnose specific problems and gather more information when needed.Work with development, client services, quality assurance and product management to issue,?? categorize, route and manage Customer Support Tickets.

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Problem Diagnosis (?Level 3? Support)Collaborate with the quality assurance team to replicate and diagnose specific problems.

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Internal and Customer Communications

Maintain ongoing Support Ticket status reports for clients.Create and maintain quarterly summary reports for clients and senior management.Communicate regularly with quality assurance, development, client services and product management to resolve customer issues and high-priority needs.Document and maintain solutions for common problems in the company?s knowledge base

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REQUIRED SKILLS:

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Education/Training/Work Experience?BS/BA Degree 3+ years of experience managing Customer Support issues1+ years in a start-up environmentKnowledge of Client/Server, Internet and/or PC-Based Software technologyDetailed knowledge and proficiency in MS Office and MS Outlook?????????? Strong understanding and working knowledge of MS-SQL Server, IIS, and Active DirectoryExposure to remote managed environments such as Citrix and Terminal ServerThorough understanding of local-area network and wide-area network environments and terminologiesPassion, leadership, intelligence and determination to succeedRecognized as a leader in building teamwork through open and honest communicationThorough understanding of typical escalation and resolution processes for customer support issuesGlobal orientation with ability to see the customer support ?Big Picture?Ability to ask key questions to diagnose and troubleshoot common problemsAbility to lead through influence and create/maintain credibility and positive relationshipsAbility to work in independent, team and unstructured environmentsAbility to adjust to constantly changing priorities and fast paced environmentEffective communication (listening, persuasiveness, written & oral) and Teamwork SkillsExcellent technical acuity and organizational skills?High level of initiative and strong business judgment

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****If this fits your background and expectations, please apply here online for immediate consideration.

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CIBER offers competitive salaries and benefits (health insurance, life & disability insurance), CBT training, tuition reimbursement, matching 401(k), and employee stock purchase plan. As an equal opportunity employer, it is the policy of CIBER, Inc. to attract and retain the best qualified people available without regard to race, color, religion, national origin, gender, sexual orientation, age, disability or status as a special disabled veteran, Vietnam Era Veteran or other qualifying veteran. Women and minorities are urged to apply.

Founded in 1974, CIBER's corporate office is in Greenwood Village, Colorado and has annualized revenue of approximately $950 million. CIBER's 8,000+ consultants now serve client businesses from 50 CIBER, and 10 CIBER Europe offices to provide IT services for Internet strategy and development, complete life cycle system support (from customer quotation through cash collection), for both private and government sector clients. CIBER's services are offered on a project or strategic staffing basis, in both custom and enterprise resource planning (ERP) package environments, and across all technology platforms, operating systems, and infrastructures.