Technical Support Escalation Manager

Eden Prairie, MN - USA

Monthly Salary: Not Disclosed

Posted on: 30 days ago

Vacancies: 1 Vacancy

Job Summary

Ready Credit Corporation

Technical Support Escalation Manager
Eden Prairie MN
*Must reside in Minnesota with the ability to drive to Eden Prairie on a hybrid schedule

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

We Make it Easy

Founded in 1901 MRA is a nonprofit employer association that serves more than 4000 employers covering more than one million employees.

As one of the largest employer associations in the nation MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services information education and resources to help build successful workplaces and a powerful workforce.

We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company not an agency recruiter.

Required Experience:

Manager

Ready Credit CorporationTechnical Support Escalation ManagerEden Prairie MN*Must reside in Minnesota with the ability to drive to Eden Prairie on a hybrid scheduleJob SummaryHybrid technical support role managing new and ongoing kiosk issues schedule options include Thursday through Monday 8-hours ...

Ready Credit Corporation

Technical Support Escalation Manager
Eden Prairie MN
*Must reside in Minnesota with the ability to drive to Eden Prairie on a hybrid schedule

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

We Make it Easy

Founded in 1901 MRA is a nonprofit employer association that serves more than 4000 employers covering more than one million employees.

We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company not an agency recruiter.

Required Experience:

Manager

Key Skills

Dhcp
SQL
Active Directory
VOIP
VMware
Customer Service
Windows
Trouble Shooting
Java
VPN
Sharepiont
hardware
Dns
Technical Support
Software Applications

Apply Now

About Company

MRA Recruiting Services

At MRA, we deliver best-in-class HR Services customized to meet your business needs – all at a price you can afford. Through our proven approach to HR excellence, we maintain a sole focus on delivering unmatched expertise and value to businesses – from small- to medium-sized businesse ... View more

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