Software Support Manager in Dearborn, MI

Troubleshoot and resolve software issues ensuring customer satisfaction with every interaction. Our goal is to accurately close cases as expediently as possible, while providing future documentation and step by step instructions for Tier 1 CSRs to ensure they can consistently support and close future instances of similar cases. Will work with development team(s), implementation team(s), CSRs, and customers on an extensive basis. The ideal candidate will have customer service experience combined with a strong SQL knowledgebase. Candidate will work at one of our customer locations in Dearborn, Michigan. Responsibilities include: Primary responsibility to troubleshoot and resolve software issues from a primary customer. Case resolution must be accurate, timely, and ensure customer satisfaction. Act as liaison for application and database issues between customers and developers. Apply existing knowledge of programming, databases, and operating systems to research and provide direction and/or resolution for application, database or technical problems as identified in a case. Work with level 3 product support to acquire product patches and new standard versions for delivery to customers. Provide courteous assistance and technical support to Customers via phone/email/web, to resolve issues related to the installation, functionality, and usage of our Products. Maintain an accurate record of activities using CRM software; ensuring detailed and accurate entries. Meets established efficiency and effectiveness standards regarding customer service factors Participate in 7 X 24 on call rotation for technical backup. Infrequent travel to client sites can be required. BS Computer Science The ideal candidate will have a strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner. Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment. All applicants must have the unrestricted right to work in the U.S.Additional Requirements:Demonstrable proficiency in each of the following: Microsoft SQL Server MSSQL (Stored Procedures, Ad Hoc queries using ISQL, EM) TCP/IP (DNS, UDP/TCP, ARP) VM Ware or VirtualPC Microsoft Terminal Server Microsoft Office Tools (MS-Word, Excel, Outlook) Remote Connection Software (Checkpoint, Cisco, PC-Anywhere) Salesforce.com or equivalentCRM Salary: DOE and full benefits packageEOE M/V/F/D