Clearwater positions open to candidates located in greater Tampa Bay area.

The Advanced Support Manager is responsible for training and managing the activities of the Advanced Support tech staff. The ideal candidate will ensure departmental processes are followed and company policies are properly enforced. 

Responsibilities:

• Provide genuine recommendations as to the hiring, promoting, disciplining, and firing of subordinate employees, to which the Company gives significant weight
• Work directly with Advanced Support tech staff and customers to help resolve technical support problems
• Ensure processes are being followed in order to reduce support ticket backlog
• Provide technical leadership and training for support reps
• Receive requests for technical assistance and problem resolution from company employees
• Review support ticket quality and ensure ticket handling processes are followed correctly
• Collect detailed information to categorize requests in order to determine the method of resolution or escalation
• Communicate job expectations to the Advanced Support tech team
• Monitor team statistics to acknowledge achievements or to determine areas for improvement
• Approve all time off requests
• Coach subordinates and provide performance feedback as needed

Qualifications

• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 2 year degree preferred
• Strong verbal and written communications
• Excellent time management and organization skills
• Technical capacity
• Leadership
• Collaborative and team work skills
• Problem solving/analysis skills
• Customer/client focused