Customer Support Technician Manager

Since 1997 CorelloHosting has been a premier web hosting provider specializing in Managed Dedicated Servers, Dedicated Server Hosting, VPS Servers, and Reseller Web Hosting. At its heart, behind the servers and the switches and lines of code, CorelloHosting is people. We are friends, cousins, siblings and spouses. And if there's one thing we value above all else, its our relationships with one another and with you, our customers.

Job Description

Empowered.  Innovative.  Inspiring.  Creative.  Intense. These are all words we use to describe life at CorelloNetworks. 

If you are a talented professional who seeks responsibility, thrives when empowered, and understands the importance of personal accountability, then we would like to talk with you.  As a member of the CorelloNetworks team, you have the opportunity to directly impact the continued success of the company.  We strive to make CorelloNetworks a place where you want to be – a place where you are proud to work and where you are motivated to produce the best results possible.

The Customer Support Manager is a highly visible position responsible for CorelloNetworks’s technical support administrators and engineers. The candidate is responsible for both the growth of their team’s technical skill as well as being a contributing member to the overall organization.  This includes managing a technical set of engineers, growing your team’s skillset, as well as working closely with other departments, to quickly and efficiently resolve customer impacting events. It also includes working with sales, marketing and other areas of support to ensure quality and customer satisfaction goals are met.

Responsibilities:

• Motivate a team of Support Engineers through coaching, team building, training, as well as meeting other similar objectives
• Participate in quality calibrations and employee review sessions
• Coordinate support efforts between support teams, subject matter experts, and other internal groups
• Act as technical advisor for your team with the ability to drive complex or difficult issues to resolution without direct supervision
• Represent the voice of CorelloNetworks as a leader within the company of the business
• Able to prioritize projects and customer impacting issues based upon severity and or urgency

Required Skills

• Excellent written and verbal communication skills
• Proven ability to influence cross-functional teams without formal authority
• Highly organized; superior communication and presentation skills; self-managed, proactive, and able to succeed in complex or stressful situations
• Must be comfortable leading others and executing decisions that could directly impact your employees or customers
• Strong attention to detail and commitment to quality
• Subject to Essential Operations staffing policy, requiring availability 24/7/365
• Must work well with others and in all capacities as a subordinate, peer, and or superior

Required Experience

• Intermediate to expert experience with two of the following operating systems – Microsoft Windows Server, Solaris, Linux, BSD (experience and familiarity must be with a version of the OS which has been under support from the   vendor within the last two years)
• Familiarity and ability to demonstrate competency with the following concepts/technologies: load balancing (hardware/software), firewalls (hardware/software), industry best practices regarding server administration and security
• Minimum 2 years’ experience in webhosting or an equivalent IT field
• Minimum 2 years’ experience as a leader, supervisor, or a related position in management
• Must be available to work the mid-shift from 3:00pm to 12:00am