Technical Support Lead at PHOENIX DATA SYSTEMS INC

Technical Support Lead

Job Title: Technical Support Lead

Location: Southfield, MI

Position Type: Full-time, Salaried

Position Overview

We are looking for experienced leader for 3-5 person tech support staff with a strong background in customer service support.  Manage a staff responsible for resolving software and hardware user inquiries received via telephone and e-mail.  The successful candidate should have a strong customer service/help desk orientation and be able to diagnose and resolve technical software issues.  Must demonstrate leadership, supervisory skills and a good mentoring style with a sound basis in computer information systems.

Key Responsibilities

• Manage the team’s workload and priorities – customer driven ‘help’ with software and testing of new/modified software.
• Invoke a collaborative atmosphere within the team and with other departments.
• Discuss customer issues with other departments to ensure customer issues are addressed fully and repetitive issues do not arise.
• Deliver professional and top-quality customer service to all customers while performing within departmental targets
• Provide technical support to customers pertaining to installations, upgrades, operational and technical issue resolution
• Oversee & manage testing of new and modified software components in a structure and methodical manner.

Required Qualifications and Skills

• BA or BS in Computer Information Systems – or equivalent combination of education & experience.
• 2-10 years of customer serve/help desk experience supporting software applications.
• Excellent interpersonal communication skills and ability to work closely with staff.
• Authorized to work in the US for any employer for an indefinite period of time.
• Preferred experience in quality assurance practices and methodologies.
• Experience with Microsoft Office products, Windows Server, Windows OS, Apple iOS, and Android OS
• Excellent verbal and written communication skills to interact effectively with customers

Preferred Skills

• Microsoft SQL Server experience
• Microsoft Web Server (IIS)
• Experience with quality assurance practices and methodologies

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• AD&D
• 401K Plan
• Paid holidays and PTO

Please forward your resume with salary requirements to HR@goaims.com

No phone calls please

Company Overview

Phoenix Data Systems, Inc. is an established leader in Computerized Maintenance Management Software (CMMS) for hospitals, with over 35 years of experience in the industry.

Our employees enjoy a work environment that encourages skill improvement and personal growth, a collaborative office culture, and opportunities for advancement.