Careers > Current Openings

Charlotte, NC

Technical Support Manager

Located at our headquarters in Charlotte, NC, we are seeking a bright, outgoing, fast learner who is committed to providing outstanding customer service. You will be working within a dynamic, fast, ever-evolving environment where constant change, adaptability, and 100% customer satisfaction is the rule. You must be outgoing, a quick learner, have the ability to multi-task, and have a great combination of people and technical skills.

Key Responsibilities
› Manage all aspects of Technical Support group and support cross-functional teams.
› Develop escalation, prioritization, resolution, tracking and quality assurance processes.
› Organize, develop, and execute training programs and materials internally and externally.
› Assist Product and Engineering teams with testing, and quality assurance of updates and releases.
› Generate technical documentation, user guides, resource tools, and manage knowledge base.
› Answer customer inquiries and escalations regarding device and application use, capabilities, and
technical specifications.
› Generate, daily, and weekly reports, hot topics, and collaborate with cross-functional teams.
› All other projects and tasks as determined by supervisor.

Qualifications
› Minimum four years relevant technical support or customer service experience plus one year in
supervisory capacity.
› Mobile, wireless, PC, cable, broadband, ISP, telecom, or related technical support experience a plus.
› Demonstrated competency and resourcefulness to troubleshoot and resolve issues in a timely basis.
› Knowledge of windows-based environment, mobile device capabilities, software applications.
› Excellent organization, verbal and written skills.
› Strong problem solving and analytical skills and attention to detail.
› Well organized with strong sense of prioritization and ability to multi-task.
› Strong ability to thrive in a fast-paced, constantly evolving environment.
› Flexibility to work weekends and other shifts as assigned.
› Minimum associates degree or related two-year technical degree. Bachelor's degree preferred.

If you are up to the challenge, please send resumes to careers@vitaltrax.com

Principals only. No phone calls, please. VitalTrax is an equal opportunity employer.