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Technical Support Manager: Satellite Remote Office

EC Infosystems Houston, TX
  • Posted: over a month ago
  • Full-Time
  • Benefits: Vision, Medical, 401k, Dental

Technical Support Manager Satellite Remote Office

EC Infosystems is a very successful niche player providing electronic transaction processing services to the energy industry and IT consulting services to a broad base of industries. Our product suite includes EDI Transaction Processing, Billing and Load Forecasting services to Utilities and Energy Marketers.

Established in 1995, we are a leader in our industry. We have over 300 customers in most states all across the USA, Canada, Mexico, and Europe. EC Infosystems offers a comprehensive benefits package including Medical Insurance, 401 K, vacation, personal and sick time.

Responsibilities:

The Technical Support Manager manages the remote office and clients of our ECI billing software. This requires management of ECI technical support staff that may be located remotely or locally for servicing users of our billing software.

Duties:

  • Identify and resolve customer reported issues
  • Manage resources and expedite responses for following-up with customers.
  • Coordinate, supervise, document and suggest improvements for the remote office.
  • Analyze data to report on technical support tickets and performance.
  • Support Client Service Managers providing ticket status updates and schedule for completion.
  • Ensure customer satisfaction of product or service tickets, through clarification of the issue, addressing the cause, and determining the solution while providing feedback, documentation and training to customers.

· Ensure all operational service levels meet and exceed defined client expectations

  • Work closely with sales team and contribute to marketing efforts as requested
  • Provide expertise on Energy Market Rules/Regulations to Clients
  • Analysis of complex business issues and advise on utilization of ECI software
  • Integration of Client Business Process Flow with ECI Products and Services
  • Define user requirements, research, analysis, preliminary design, proposals for existing and prospective clients
  • Identify Training requirements and conducting on-site presentations and training as required

Skills/Qualifications:

  • 15+ years of experience in software industry
  • 8+ years of experience managing software technical support staff and improving customer relationships to provide superior service.
  • PMP Certification preferred
  • Excellent verbal and written communications skills. Strong analytical skills.

· High energy, driven individual with ability to balance working independently and with groups.

· Customer/Client focused with good work ethics.

EC Infosystems

Why Work Here?

Energetic, Enthusiastic and Hard-working Staff! Challenging and invigorating work!

EC Infosystems is a dynamic high technology provider of Billing and Electronic Data Interchange services for the deregulated energy market. Established in 1995, our growing and vibrant company is the market leader in the provision of these services in all the energy deregulated states throughout the US, serving the needs of both Energy Markets and Energy Utilities alike. We offer prospective employees a chance to participate in the fast growing and rapidly expanding field of energy. Our growing and exciting culture will enrich your technological skills and allow you to grow with us as we continue to provide service to our customers and advance our technology platform to meet the needs of our customers. This position will be based in our Uniondale, NY office located in a business and educational hub of Long Island. Our state of the art office is located in one of the most prestigious buildings on Long Island, and has many amenities including onsite restaurants and health club, plus other amenities that busy professionals need. Hofstra University and Nassau Community College are located nearby. Some of LI’s premier attractions including: Nassau Coliseum, The Cradle of Aviation and The Long Island Children’s Museum are within walking distance to our office! EC Infosystems offers a comprehensive benefits package including Medical Insurance, 401K, vacation, personal and sick time.

Address

West University Place, Texas 77005
Houston, TX
USA

Website

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