Technical Support Manager

Client Support Drexel Hill, Pennsylvania


Position at j2 Cloud Services

Excel Micro is a j2 Global® company focusing on Cloud based security services for businesses. It offers a unique environment that fosters individual growth and rewards performance, while offering the benefits and opportunities of a successful global Cloud company.  The work environment is fast-paced, challenging, and fun. You will be working in the technical support environment in the innovative cloud services arena focusing on our Email Security products, Spam Filtering, Email Archiving, Email Encryption, Web Security etc.

Job Duties:

Lead our 2 teams of highly skilled technical specialist (currently 15 people), servicing our partners and customers with 1st and 2nd line support

Act as escalation point for your teams and coordinate with 3rd level Network Operation- and Development teams to resolve issues within agreed SLA levels.

Track incidents in help desk ticketing system and acts as the customer’s representative; ensuring progress is made and communicated to all involved parties

Manage, track and report weekly KPIs

Recommend and implement process improvements, education and other initiatives to ensure continuous improvements to our services

Act as project manager in large customer projects

Assist our sales teams with pre-sales product support when required

Plan work schedules, vacation plans and extended opening hours

(Shift work may be required)

Job Requirements and Experience:

Excellent written and verbal skills

Advanced troubleshooting and problem solving skills, combined with an analytical structured approach to challenges

Solid knowledge of email services including SMTP, S/MIME, POP3, IMAP, and MS Exchange – knowledge of spam, phishing, cryptoware, viruses and other attack types is an advantage

Working familiarity and knowledge on common Internet protocols and technologies such as TCP/IP, TLS, DNS, FTP, SSL etc.

Hands-on experience with Ticketing and CRM systems

Positive, customer-focused service-minded attitude.

An academic background in Computer science or similar (BSc minimum).

At least 5 years’ experience managing support teams

j2 Cloud Services is an Equal Opportunity Employer.