The HR Team
  • MD, USA
  • Full Time

BioFortis offers a competitive salary and excellent benefits package. Interested and qualified candidates should submit resume with cover letter expressing interest and related experience.


Are you looking for a great organization with competent, compassionate and committed employees working together in a team environment?  We are seeking a professional to manage our technical support function for our technology company in Columbia, Maryland.

Position Overview

The Support Manager's role is to ensure proper operations so that the Company's clients using our software and services can accomplish their organizational goals with our solutions.  The Support Manager will set direction and provide leadership for our client support function.  This includes receiving, prioritizing, documenting and actively resolving user help and support requests, and assisting in the implementation of certain projects.  Problem resolution and the delivery of projects may involve the use of diagnostics and help request tracking tools, and providing hands-on help.  The Support Manager will be in frequent communication with clients and with other functional areas of the Company, all in order to meet client needs, and efficiently resolve client issues.

Essential Job Functions

  • Oversee and manage our client support function.
  • Field incoming help requests from end users orders in a prompt and professional manner.
  • Build rapport and elicit problem details from customers.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize and schedule problems based on severity and customer SLAs. Escalate problems (when required) to the appropriately experienced team member
  • Record, track, and document the entire process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Apply diagnostic utilities and processes to aid in troubleshooting.
  • Perform hands-on fixes, including installing and upgrading software, implementing file backups, assisting with data loading, and configuring systems and applications, as appropriate.
  • Access software updates, drivers, knowledge bases, and frequently asked questions to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported byt he organization.
  • Perform post-resolution follow-ups to help requests.
  • Help to contribute to and maintain a knowledge base for users, and for the company.
  • Assist with software testing, as appropriate.
  • Effectively interface with members of other teams.
  • Manage smaller client projects, as appropriate.
  • Perform related duties consistent with the scope and intent of the position.

Supervision

  • Works under general supervision but has latitude to prioritize own tasks and manage schedule.

Requirements

  • Bachelor degree strongly desired; BS in Computer Science or Software Engineering or related field helpful
  • At least 5 years of software testing or development experience, or support experience
  • Background in software test / QA methodologies and experience developing and executing test suites for software applications particularly helpful
  • Familiarity with basic SQL querying a plus

Core Competencies

  • Creative problem-solver
  • Self-motivated
  • Collaboration / team player
  • Dependable
  • Punctual
  • Excellent, articulate verbal and written communication skills
  • Good professional judgment
  • Attention to details (accurate, thorough)

Our organization provides a competitive salary and excellent benefits package. Interested and qualified candidates should submit resume with cover letter expressing interest and related experience.

To Apply:

Please submit your resume, cover letter and salary requirements for consideration.

Equal opportunity employer

Job Type: Full-time.  Due to the nature of this position, remote candidates will not be considered.

 

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