Technical Customer Support Manager -

Technical Customer Support Manager -

This is your opportunity to become an integral member of the core technical team supporting a leading manufacturer of wireless data communication systems and RTU's. The right candidate would become the point person for all system communications from tracking and documenting standard system activity to issue resolution. This individual would become the SME on this proprietary RTU system; managing the entire system from customer response and trouble-shooting to training. This role is ideal for the technically savvy individual looking to become indispensable in a well-established organization in Emeryville.

Responsibilities and Skills:

• Responsible for customer service including responding to and fielding all customer complaints by identifying issues and facilitating resolutions

• The ability to listen to and communicate customer input, identify and qualify issues and involve proper vendor/parties for timely resolution of system outages

• Identifying and escalating system outages resulting from communication failures, vendor outages, and RTU bugs

• Primary liaison between end users and system architects, providing customer feedback to enhance hardware/software backend design

• Point person for all vendor communication and integration

• System training of internal sales team and external end users

• Identify opportunities for improvement of product or process, and implement them without guidance.

• Effectively prioritize and execute a wide variety of tasks

• Excellent written and verbal communications skills, with outstanding attention to detail.
• Technically adept with networking experience
• Proficient with MySOL
• Exposure to Linux a plus
• Tel-com or cellular experience a plus
• Independent and self-motivated work style

Benefits: Excellent benefits: medical, dental, vision, holiday and paid time off, 401K