Mobile Application Marketing Support Manager

SEEKING:  A self-starter, problem solver with energy, entrepreneurial skills and extremely good communication skills, who is passionate about new technology and looking for a ?startup opportunity? within a successful software company.



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Zeacom is developing and test marketing a new cellphone/Web application for the ?Gen Y? youth market.  This product uses unique patent pending technology never before deployed on cellphones that has gotten rave reviews in early market tests.  You will help us gather user feedback for product improvements, help support our early users as they first use the product, and help us work through any issues as we perfect the product.

 

Position requires work experience related to product support and management of a help desk process.  Market research experience is highly desirable.  This is an ideal position for a graduate student who is looking for ?real world? experience.  Strong ability to work in project teams and meet deadlines, strong ability to proactively manage multiple, concurrent priorities in a fast paced entrepreneurial environment.

Because of the startup nature of this opportunity, this role will require 'many hats' to be worn.

 

Job Outline:

 

Develop a support plan for the beta and general release phases of project blue.

 

Provide and manage support during each release  / phase

 

Develop knowledgebase content (i.e. the phone by phone setup process for the forwarding rules)

 

Recommend new processes and features within website to ensure optimum usability ? ensure streamlined user setup process.

 

Gather useful / relevant information from each release via web, callers, email, etc.

  Such as market research questions,

  Identify key issues, common and recurring issues,

Identify areas for process improvement and define / establish / document processes as needed

  Analyze data and provide assessment, recommendations.

 

Establish a scalable outsourced support relationship with 3rd party and manage relationship and higher tier support issues.
 

Skills/Qualifications:

Ability to present technical information, present customer needs and requirements, good technical knowledge of cellular phones and networks, ability to perform in a fast paced environment.

 

 

Zeacom develops contact center and enterprise messaging solutions for small and medium sized call centers. We integrate corporate communication systems with company applications to improve the routing and reporting of all in and outbound customer contacts, whether by telephone, email, fax or web chat. Founded in 1994, Zeacom has offices in New Zealand, Australia and the United States and serves more than 1800 customers in 18 countries.