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Technology Support Manager- 153859 in Indianapolis at Vaco

Date Posted: 9/6/2018

Job Snapshot

Job Description

Support Manager, $47-52K

Vaco Technology is assisting a West side client in their search for a full-time Support Manager.

RESPONSIBILITIES

  • Manage Software Support Specialists, acting as a coach and mentor to team members
  • Ensure that Support staff open, review and resolve all support tickets to the satisfaction of software users and to meet SLA goals
  • Act as the buffer between third parties and Development, QA and Operations for issues, bugs and development requests, engaging internal resources to resolve issues and update all parties on the progress toward resolution
  • Build and maintain relationships with customers and integrated partners
  • Use SQL queries and other internal/back-end tools to investigate and solve issues
  • Be familiar with SOAP/XML messaging and Open Travel Alliance Specifications and API documentation
  • Determine which issues require software support and redirect those that do not to the appropriate person/team
  • Complete monthly Support and Training billing reports

REQUIREMENTS

  • Bachelor's or Associates degree or 3-5 years' experience in a fast-paced, data-driven work environment
  • Ability to quickly respond to critical problems, taking ownership of and following through all issues until resolution is achieved
  • Familiarity with GDS systems
  • Familiarity with Zendesk or similar ticketing system