CUSTOMER SUPPORT MANAGER

Responsible for administration, planning and support of the Summit Support Team. The Customer Support Manager supervises support staff and daily operations, while acting as the secondary point of contact for internal and external support. The Customer Support Manager ensures the proper recording of all information for service requests to ensure timely completion or escalations of assigned tasks and problems. The cumulative effect of this job will ensure that the Summit product is supported efficiently, while meeting or exceeding client customer service expectations.








JOB QUALIFICATIONS:





? Strong understanding of workstation & network operating systems (Windows 2000, XP).





? Excellent understanding of all aspects of Escrow.





? Good understanding of desktop & network applications (MS-Office, etc.).





? Knowledge of help desk call tracking software (BridgeTrack)





? A Broad Understanding of WAN equipment (routers, switches, etc.).





? Understanding of desktop security (Antivirus, Anti-Spyware, patch management, etc.).





? Understanding of remote access technologies (Citrix, Terminal Services, VPN)





? At least 2 years supervisory experience in a support environment





? Bachelors degree (BA/BS) required





? Excellent problem solving skills





? Strong interpersonal and customer service skills





? Ability to work flexible hours, including after-hours support





? Good written and oral communications skills





? Must exhibit and demonstrate a professional image at all times, particularly when working with internal customers and external clients.





? Punctual, must be highly reliable and dependable.





Salary is commensurate with experience.