Advanced Customer Support Manager-Mid Day
Location:
Dallas , Texas
Posted:
October 18, 2017
Reference:
110697BR
The Advanced Customer Support Manager is responsible for overseeing and managing our tier 2 System Administration team. This position requires a high level of problem solving and troubleshooting ability along with training and coaching a team to better develop a superior customer experience. This position will also ensure that we are meeting our SLO requirements for our Premium and Advanced Support customers. This position will also focus on continuous process improvement and team training.

Essential Duties:
  • Manage Tier 2 Support team and handle first line management escalations
  • Professionally resolve escalated issues via trouble ticket, phone, and chat
  • Develop team members focusing on excellent customer service skills
  • Organizing and driving reoccurring team meetings
  • Reporting on key metrics for the team
  • Work and coordinate with overall support management team
 
Required Experience:
  • Managing large support team spanning different cities and time zones
  • Works closely with other support managers across the world
  • Operating Systems - Windows Server, Red Hat, Fedora, BSD, Debian, Ubuntu
  • Web Server Software - Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Helm, Virtuozzo, VMware, Bind, PHP, MySQL, MSSQL, Postgres
  • Server Security - rkhunter, chkrootkit, iptables
  • Network Storage - ISCSI, NAS, Remote backup
  • Networking and Security - Network Troubleshooting (ARP, Routes, DNS, etc.) Firewall management
  • Customer Service (email and phone) - multiple years
  • Years of IT Experience 5 to 7 Years
 
Required Technical and Professional Expertise
  • Required Bachelor Degree in an Information Technology (IT) Discipline
  • At least 5 years' experience in Customer Service (email and phone)
  • At least 3 years' experience in Managing Cloud Support Team
  • Strong knowledge in Operating Systems - Windows Server, Red Hat, Fedora, BSD, Debian, Ubuntu
  • Strong knowledge in Web Server software - Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Helm, Virtuozzo, VMware, Bind, PHP, MySQL, MSSQL, Postgres
  • Strong knowledge in Network Storage - ISCSI, NAS, Remote backup
  • Strong knowledge in Networking and Security - Cisco switches, routers and firewall management
  • At least 5 years' experience in Advanced server troubleshooting
  • English: Fluent Required
  • Korean: Fluent Preferred
 
Preferred Technical and Professional Experience
  • 5 years' Experience in Customer Service (email and phone)
  • 5 years' Experience in Advanced Server Troubleshooting

SFT16
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A little about us:
IBM is the world’s largest information technology company with more than 360,000 employees serving clients in 170 countries.

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