Customer Support Manager

Westford, MA

Qualified candidates must be lawfully authorized to work in the U.S.

Description

As the Mutualink Customer Support Manager, you will provide leadership as well as hands on technical assistance for both internal and external users. This includes trouble shooting and solving issues that arise during the use and installation of the Mutualink solution.

Customer Support Manager Job Duties

  • Provide leadership, training and coordination for technical support team to deliver high quality, timely support for Mutualink customers
  • Implement production, productivity, quality, and customer-service standards; conduct audits, identify customer service trends and develop and implement improvements based on those findings and company goals
  • Creating customer service requirements, process and procedures to ensure timely and appropriate solutions to customer issues, and questions.
  • Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results.
  • Work collaboratively in a cross functional team including, development, SQA, field operations and sales.
  • Refine the use of support tools and improve best practices knowledge base.
  • Improve training and ongoing career development for support team members.
  • Manage support schedule and on-call, after hours support process.
  • Provide hiring, on-boarding and coaching of new support team members.

Qualifications

  • 3+ years of customer service management
  • 7+ years of experience as a support engineering role.
  • Experience supporting complex remotely deployed communications equipment.
  • In-depth knowledge of the Linux operating system including commands, utilities, configuration, and networking
  • Solid working knowledge of IP networks and network protocols; ability to troubleshoot network problems and communication issues between networked systems
  • Working knowledge of the Bash, Perl, and Tcl/Expect scripting languages
  • Experience supporting Voice-over-IP (VoIP) systems is highly preferred
  • Strong interpersonal and communication skills with an emphasis on calm interactions under pressure.
  • BS CS/EE or equivalent

The position is located in Westford, MA.

Job level assignment and associated compensation are determined based on the Company’s assessment and evaluation of a candidate’s overall qualifications and experience in accordance with its policies.

Equal Employment Opportunity and Affirmative Action

Mutualink, Inc. (“Mutualink or Employer”) is an equal employment opportunity and affirmative action employer, dedicated to the policy of nondiscrimination in employment on any basis prohibited by law. Mutualink is committed to providing equal employment and advancement opportunities without consideration of race, color, religious creed, age, sex, sexual orientation, gender identity or expression, marital status, national origin, ancestry, veteran status, mental retardation, genetic information, disability, or other legally protected status, unless there is a bona fide occupational qualification under applicable Connecticut statute excluding persons in one of the foregoing protected groups. Additionally, Mutualink will take affirmative action to ensure workplace equality, avoid all forms of discrimination, and develop a workforce that is representative of all segments of the population.

Interested in this position? Email your resume and cover letter to careers@mutualink.net.