Liaison International, Inc. is the international leader in Centralized Application Services for health profession associations and associations of schools of higher education, as well as an emerging leader in web-based accreditation management services for specialty accreditation agencies in higher education. Our company combines the energy and excitement of a startup with the stability of a 15 year old company.
Join us to participate in our continuous growth and develop the next generation of centralized application and accreditation services.
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Technical Support Manager
Position Overview
Liaison International, a stable and fast growing company that specializes in providing state-of-the-art web-based information technology products and services to educational associations, accrediting agencies, institutions of higher education and health professions, is seeking candidates with superior skills and experience to lead a talented team of software support staff. The ideal candidate will be required to manage our technical support team, optimize the support process through client monitoring, performance analysis, call logging, quality assurance, and reporting, and to coordinate with management, as well as attend product design, product maintenance, sales, customer, and department meetings to ensure client satisfaction. The support team consists of first- and second-line application support personnel, a technical writer/trainer, and a web content publisher.
Responsibilities:
- Lead a team of 3–5 Technical Support Analysts charged with supporting our suite of 25+ web-based applications and services
- Manage team workloads, administer performance appraisals, and build relationships between the Support function and the Software, QA, Operations, and Infrastructure functions.
- Organize and prioritize simultaneous demands, including fulfilling actual line support responsibilities for several of our clients.
- Conceptualize and think creatively - use patience, persuasiveness and analytical skills while working toward a resolution with clients and technical staff, especially under heavy workload & challenging conditions.
- Be able to work in a high profile and fast-paced environment.
- Manage our clients' satisfaction level with Liaison International.
Qualifications:
- Bachelor’s degree in Computer Science or a related discipline with:
- 5–7 years of solid work experience in progressively more responsible roles
- 3–5 years experience in management, supervisory or leadership role
- 3 years experience in managing & supporting technology/web-based projects
- Proven experience creating FAQs, support logs, and other product documentation
- Superior teamwork and interpersonal skills
- Excellent analytical, troubleshooting, planning, and organizational skills
- Excellent verbal and written communication skills
- Experience in supporting reporting applications
- Conceptual knowledge of Relational Databases such as MS Access, MS SQL Server, etc.
- Knowledge of SQL and prior experience with various programming languages a plus
- Understanding of SDLC & programming practices
Please email cover letter, resume to HR@liaison-intl.com
Liaison International is an affirmative action equal opportunity employer!
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