StormSource Software is a software development company focusing on SaaS (Software as a Service) products. Our flagship product is Appointment-Plus (www.appointment-plus.com).  Appointment-Plus is an industry-leading online appointment scheduling system with clients ranging from Fortune 50 companies to small businesses. We are a fast-growing company with a culture that rewards hard work, innovation and leadership. 

We are an EEO employer, dedicated to a culturally diverse, drug-free work place, and to the respect and well-being of each employee.

Title

Technical Support Manager for PHP and MySQL SaaS Application

Job Description

The Technical Support Manager must constantly seek to improve all areas of customer support. They play a significant role in customer retention and satisfaction, as well as overall company strategy.  The best candidate will have experience with forums, wikis, online help development, webinar tools, phone support best practices, and support organizational structure best practices.  They will not only have a strong technical background, but they will also be a take-charge visionary with the desire to create the world’s best support organization.

The Technical Support Manager has the following responsibilities:

• Manage support staff (2-3 people)


• Train new staff


• Perform ongoing training on best practices for support


• Set goals for staff and monitor progress


• Perform periodic reviews for staff


• Seek out and implement tools to improve support


• Monitor and report on ticket closing rates


• Answer level 2 tickets


• Answer support calls


• Work with callers who request to speak with a manager


• Troubleshoot issues within the application


• Run MySQL queries to analyze issues


• Oversee help text maintenance within applications


• Implement features within applications to help customers find answers


• Provide strategic vision for the support group


• Respond to after-hours support calls and messages and manages on-call schedule

Requirements

• Bachelor’s degree


• Minimum 2 years experience in technical support management


• Minimum 2 years experience in PHP and/or MySQL


• Experience with software support


• Excellent writing skills


• Excellent testing and problem solving skills


• Experience in managing staff

Compensation

This is an on-site full-time salaried position. The salary is $65,000.

Benefits

StormSource offers the following benefits to employees:

• 401k with match


• 15 days paid time off per year


• Paid holidays


• Free beverages and snacks

To Apply

Email resume and cover letter, if applicable, to jobs@stormsource.com . We are interested in filling this position quickly. The selected candidate may start immediately.

StormSource Software

13951 N. Scottsdale Road

Suite 131

Scottsdale, AZ 85254