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Technical Support Escalation Manager

Technical Support Escalation Manager

MRA - The Management AssociationEden Prairie, MN, United States
13 hours ago
Job type
  • Full-time
Job description

Ready Credit Corporation

Technical Support Escalation Manager

Eden Prairie, MN

Job Summary

Hybrid technical support role managing new and ongoing kiosk issues - schedule options include Thursday through Monday 8-hours daily with 3 days in-office and 2 days remote or Friday through Monday 10-hours daily with 2 days in-office and 2 days remote. Seeking a results driven professional who is task oriented with strong problem-solving skills. They will maintain and improve uptime on a network that utilizes windows-based PC, LAN Interfaces, WiFi Access Points, and cellular wireless technology to establish a Virtual Private Network on firewall devices to a hosted datacenter.

Essential Functions

  • Remotely monitor and diagnose self-service kiosks for any issues needing attention
  • Correct any issues you can remotely and dispatch third party technical support for any you cannot
  • Manage third party technical support to determine and execute any repairs needed and actively follow up on dispatches
  • Partner with third party call centers to ensure timely responses to sites or other vendors as needed
  • Manage customer communication for issues being actioned, including issue notifications and resolutions updates
  • Review and communicate updates for any issues reported by internal teams, including Relationship Management and Service Account Management
  • Utilize ticketing system to track issues and incidents, providing detailed notes for weekly handoff to weekday tech team
  • Configure and troubleshoot Wireless Network Equipment in-person or over the phone
  • Provide reporting weekly on Mondays detailing weekend performance and outstanding issues - designated reporting metrics will be reviewed by the Sr. Kiosk Operations Manager weekly
  • Attend morning tech escalation meetings on Thursday and Friday and document weekend tracking list for ongoing follow-up
  • Recommend and implement process improvements across technical support duties with a focus on efficiency and scalability

Other Functions

  • May perform other job-related duties as assigned

    • Education, Experience and Other Skills

  • 5 years experience supporting windows PC, taking support calls, and remotely diagnosing issues
  • 5 years experience troubleshooting hardware and software issues
  • Ability to work independently with limited oversight
  • Excellent communication (both verbal and written) skills, a solid foundation in business application development and a "can-do" attitude
  • Strong attention to detail
  • Must be able to develop formal business documents following established documentation / presentation software packages (or similar products from other vendors) : MS-Word, MS-Excel-, MS-PowerPoint

    • Mental and Physical Requirements

  • Ability to handle and be trusted with confidential and / or sensitive information
  • Ability to interact effectively with all levels in the company
  • Ability to work in a fast-paced environment
  • Ability to be flexible and to handle multiple projects in an organized, timely manner
  • Ability to solve problems, work under pressure, and to effectively manage stress
  • Ability to work independently
  • Ability travel with limited overnights
  • Ability to lift 50lbs and move 340lbs equipment with a two-wheel cart or pallet jack
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    Technical Support Manager • Eden Prairie, MN, United States

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