Technical Customer Support Manager at 4-Tell
Portland, OR, US
Reporting to: VP of Sales and Customer Success


POSITION SUMMARY
4-Tell is looking for a Technical Customer Support Manager to deploy, support and monitor 4-Tell’s SaaS technology within our client base while constantly creating and seizing opportunities to upsell our clients. This role will involve back-office support as well as direct interface with clients.

The Technical Customer Support Manager is a highly detail-oriented, motivated self-starter, organized individual who, above everything else, has the ability to create and forge strong client relationships and clearly articulate/understand the complexities of technology solutions.

KEY RESPONSIBILITIES
Answer cases via ticketing system submitted by our users around implementation problems, technical issues and overall feedback
Track support issue progress and support ticket management systems (Zendesk and others)
Lead and execute technology implementation – and support – of high profile accounts
Responsibilities will include demos, training and clear communication on how to resolve technical issues
Correspondence with customers and partners through support calls, emails and potentially in person
Accountable for IT integration projects. Accountability includes building the project plan, coordinating the plan to completion, and evaluating the success – on-time delivery, customer satisfaction, and so on – of the plan
Understanding technical integration technologies so decisions can be made on project plan requirements
Responsible for project plan documentation including development and updating, some development of use case specifications, as well as the storage and recordkeeping for future reference
Ensure clients, vendors and internal resources are on-track with their requirements so the project plans remain on track
Learning and understanding the entire 4-Tell Platform functionality
As Sales/Marketing Department explore sales or relationships requiring integration project plan management, work with each Department to support sale closure
Successfully nurture clients through onboarding and post-onboarding to solve client problems while continuing to create opportunities to sell additional 4-Tell offerings
Establish and maintain productive relationships internally and externally
EXPERIENCE AND SKILLS
Bachelor’s Degree
3-5+ years experience in customer support, preferably technology focused
Excellent written and oral communication. Strong interpersonal skills including the ability to effectively communicate and collaborate across all levels and organizations.
Strong project management and organizational skills
Natural aptitude for technology
Very strong analytic and troubleshooting skills
Ability to learn quickly and work with best practices
Able to take on many roles in a growing and agile start-up environment
Background in SaaS and cloud-based software is a plus.
Experience with Salesforce, Basecamp and Zendesk is highly preferred
Excellent multi-tasker with proven ability to work as part of a fast-paced team.
Exceptional problem-solving and negotiation skills.
ENVIRONMENT
Fast-paced team environment with office in Downtown PDX.
Strong customer orientation.
Willingness to take risks and openness to change.
Extensive computer use; email intensive environment.
Must be able to pass a background and reference check.
OTHER DETAIL:
4-Tell Inc. is an equal opportunity employer that employs qualified individuals based upon job related qualifications regardless of race, religion, ancestry, gender, sexual orientation, national origin, age, disability, marital status, domestic partner status, medical condition, political affiliation or any other classification proscribed under applicable federal, state or local law. 4-Tell Inc. complies with all laws regarding reasonable accommodation for disabled candidates and employees. Applicants requiring a reasonable accommodation in order to participate in the interview process are requested to contact Human Resources in order to arrange such accommodation. We offer competitive compensation and an attractive benefits package. No recruiters or agencies without a previously signed contract.