TECHNICAL SUPPORT MANAGER

Introduction

Omniture, Inc. is a leading provider of online business optimization software, enabling customers to manage and enhance online, offline and multi-channel business initiatives. Omniture's software, which it hosts and delivers to its customers as an on-demand subscription service and on-premise solution, enables customers to capture, store and analyze information generated by their Web sites and other sources and to gain critical business insights into the performance and efficiency of marketing and sales initiatives and other business processes. In addition, Omniture offers a range of professional services that complement its online services, including implementation, best practices, consulting, customer support and user training through Omniture University(TM). Omniture's nearly 4,700 customers include eBay, AOL, Wal-Mart, Gannett, Microsoft, Neiman Marcus, Oracle, General Motors, Sony and HP.

Description

We are seeking a strong leader and self-starter who will build and guide our support team to the next level of growth. You will be responsible for leading one of our Technical Support Teams with a focus on scaling the business and providing stellar client service. Other responsibilities include:

  • Supervision of call center staff, provide leadership, training, coaching, and support to a team of Technical Support representatives
  • Build and grow the support team as the business dictates
  • Effectively handle client escalations as appropriate
  • Create and execute on support initiatives focused on scaling our business
  • Ensure overall client satisfaction
  • Track customer support metrics and adjust business model to improve overall client satisfaction
  • Perform efficient incident management, while maintaining metric quotas
  • Understand and assess client-reported issues to determine prioritization
  • Manage and ensure documentation of assigned incidents - including internal and external communications
  • Builds and maintains process documents
  • Develops and submits weekly and monthly call center operational & performance reporting to Omniture management.
  • Demonstrated ability to handle stress effectively and to assist others in effectively dealing with stress
  • Excellent interpersonal skills, listening skills and approachable style
  • Strong analytical skills; creative problem-solver
  • High level of professionalism and integrity

    • Qualifications

    Our ideal candidate will have a bachelor's degree and 5 - 7 years of prior software and/or technical support management experience - including the ability to effectively manage, prioritize and resolve customer issues quickly, logically and creatively. In addition, you will bring to the table the following:

  • A passion for delivering excellent service to clients
  • Minimum of 3-years experience in a client support manager role
  • Minimum of 5-years experience in a client support role
  • Experience recruiting and hiring staff
  • Ability to work with a globally distributed team
  • Excellent oral and written communication skills
  • Self motivated, able to work alone or with others
  • Organized, detail oriented
  • Resourcefulness with strong research, analytical and technical problem solving skills
  • Hands-on experience with HTML and understanding of database and internet technologies
  • Ability to multi-task and prioritize in a fast-paced environment
  • Familiarity with Customer Relationship Management (CRM) systems
  • Experienced Quality Assurance background
  • Project Management experience with software
  • Proven history of successfully leading call centers and advanced technical support teams to deliver superior service quality.
  • Six Sigma experience a plus.
  • Working proficiency with full MS Office professional suite.
  • Ability to work early or evening hours as needed supporting a 24/7 operation

    • Contact Information

    If you would like to explore employment opportunities with Omniture, please apply online (below) or fax a current resume and salary requirements to 801-722-7001. Please reference "TECHNICAL SUPPORT MANAGER" on the cover sheet.

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