Senior Technical Support Manager

Who We Are

EarthCam is the global leader in providing webcam content, technology and services. Founded in 1996, EarthCam provides live streaming video, time-lapse construction cameras, and Software-as-a-Service (SaaS) for AI-powered visual asset management, leveraged through our intuitive Control Center 8 dashboard which integrates with leading project management software.  EarthCam leads the industry with the highest resolution imagery available, to empower building information modelling (BIM) and Virtual Design Construction (VDC) teams with actionable visual data. EarthCam's innovations include the world’s first outdoor gigapixel panorama camera system, and the first ever 5G construction camera. EarthCam has documented over a trillion dollars of construction projects around the world. The company is headquartered on a 10-acre campus in Northern New Jersey.

We are seeking a collaborative and KPI driven Sr. Technical Support Manager to join our growing team.

Responsibilities

·         Track and document problem-solving processes including all triage performed, resolution steps, & final root cause

·         Adhere to team KPIs focused on customer satisfaction and time to resolution

·         Create and review technical training programs according to organizational requirements

·         Produce knowledgebase articles including how-to and FAQs

·         Create training materials, presentations, worksheets and SOPs for new hires

·         Hire and train new employees using technical curriculums

·         Field incoming requests from customers & installers via telephone, email and live chat

·         Partner with customers to optimize their webcam services and increase value of subscription services

·         Handle client requirements ranging from standard break/fix to change requests and customer training

·         Gather customer’s information and determine the priority of incoming requests by evaluating and analyzing symptoms in a highly technical environment

·         Identify and escalate priority issues to ensure customer’s needs are quickly addressed

·         Partner with other customer facing teams, while working closely with our Product, R&D, & Engineering teams as the customer advocate

·         Follow up and make scheduled call backs to customers where necessary

·         Work flexible hours as needed

Requirements

Who YOU Are

·         A professional, courteous service professional with great phone etiquette

·         Personable and able to build rapport with customers and installers

·         Confident communicator who can speak and write clearly and accurately

·         You thrive working collaboratively in a team-oriented setting

·         You’re willing to co-operate with others and work towards the success of the team

·         You work well under pressure in a fast paced environment

·         Able to handle complex projects with many moving parts adhering to project deadlines

·         Unfazed by quickly changing work prioritization

·         Detail-oriented, organized and comfortable handling technical processes

Qualifications

·         Minimum 10+ years in enterprise B2B support or service delivery

·         College degree or technical school certification is a plus

·         Good understanding of IT and networking

·         Understanding of Linux a plus

Benefits

What We Offer

The EarthCam package includes excellent salaries, bonuses, benefits, and constant opportunities for development – designed to create an entrepreneurial, invigorating and satisfying environment. Our benefits include:

·         Health insurance (Single coverage 100% paid for by company)

·         Dental and vision insurance

·         401K Plan (with aggressive company matching)

·         Paid time off, plus paid holidays

·         Regular free breakfasts, lunches and snacks

·         Bicycles to ride around campus

·         Team BBQs and annual company Olympics