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Technical Support Manager

Company: Foot Levelers
Location: Roanoke
Posted on: February 14, 2020

Job Description:

Reports To: Business Process Analyst FLSA Status: Exempt Summary: Responsible for providing quality and efficient customer service to Foot Levelers' customers. Additionally, responsible for assisting Business Process Analyst with development, analyses and implementation of staffing, training, motivation, and reward/recognition programs Essential Duties & Responsibilities: • Provide technical support to customers for our 3D foot scanners and Gait analysis mats. • Perform remote software installations and provide customer support for various customer applications and systems. • Perform local installation of customer software. • Provide support for special installations of customer software. • Serve as part of the quality assurance tester for customer facing software releases to identify and report bugs. • Provide coaching, counseling and training to all Customer Service Representatives to ensure accurate and consistent handling of customer inquiries and complaints. • Take lead on escalated technical related service calls. • Research customer status using NetSuite. • Order necessary replacement parts for system hardware using NetSuite. • Perform end of the day processing. • Provide feedback to appropriate management personnel regarding performance standards. • Other duties and responsibilities as assigned. Personal Requirements: Before Hire • Knowledge of hardware and software installation, testing, and operation. • Knowledge of various software products and communication utilities, including the capability and capacity of each. • Knowledge of the principles of data communications and telecommunications. • Knowledge of micro/mini/mainframe computer operating systems. • Working knowledge of NetSuite, Microsoft Excel and Outlook. • Ability to work in a fast-paced environment. • Knowledge of local area network concepts and fundamentals. • Ability to organize and manage multiple priorities. • Ability to adapt to changing work needs and demands. • Excellent communication skills, both oral and written. • Display a strong aptitude and desire to continue growth commensurate with the needs of the company. • Commitment to tact, diplomacy and teamwork philosophy. • High degree of self-motivation and self-discipline with a focus on achieving results. • Ability to accomplish tasks, goals, and objectives with little direct supervision. • Commitment to providing excellent customer service. • Ability to maintain a positive attitude in stressful situations. • Excellent problem-solving skills. (Interpret and apply basic guidelines, analyze alternatives, and implement solutions) • Demonstrates a passion for customers, chiropractic care, and FLI products. • One to three years previous work experience in a similar position, required. After Hire • Knowledge of MIS Department Standard Operating Procedures. • Knowledge of company culture and personnel policies and procedures. • Knowledge of FLI products, specifically the Associate Scanner and its software. Education: • High School diploma or GED, required • Associate's degree in Computer Science/Information Technology, preferred. Physical Requirements: • While performing the duties of this job, the employee is frequently required to talk and hear. • The employee is occasionally required to walk; use hands and fingers to feel, handle, or operate objects, tools or controls; and reach with hands and arms. • The employee must occasionally lift and/or move up to 50 pounds.

Keywords: Foot Levelers, Roanoke , Technical Support Manager, IT / Software / Systems , Roanoke, Virginia

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