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Senior Manager, Tier 1 Helpdesk

at Amplify Education, Inc. in Alpharetta, GA   —   Jul 18, 2014   |  
Amplify Insight is harnessing the power of data and coaching to raise the level of performance of districts, teachers and students. Insight provides districts and states across the country with educational assessment and analytic solutions that measure student learning and drive personalized instruction. By making data actionable in real time, our Insight products and services help teachers and administrators assess student progress, adapt to student needs and accelerate student learning.

The Senior Manager, Tier One Helpdesk will perform support, team management, training and operational tasks as assigned, in order to provide timely and efficient Tier 1 customer support to a large and rapidly expanding, customer community of educators and students across a variety of educational software and related products.

Responsibilities of the Senior Manager, Tier One Helpdesk:

Manage Tier One Helpdesk Staff including 3-4 Team Leads, full-time and seasonal staff to meet or exceed SLA for Voice, Live Chat and Email support channels
Manage internal and customer-facing escalations to rapid and effective resolution
Develop and deliver ongoing training to maintain team readiness
Work with Development, QA and other teams as needed to remain current on new products, updates to existing products, as well as third-party OS and devices
Work with existing reporting and analytics to monitor Helpdesk performance and identify and address areas of potential performance issues
Identify and address areas of potential improvement in Helpdesk performance
Develop new training, expertise and process to address new Helpdesk demands as they emerge.
Develop cross-team and cross-departmental expertise necessary to effectively respond to and work with Sales, Account Management, Development, etc.
Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, and HR issues necessary for the development of individual resources and the team as a whole.

Basic Qualifications of the Senior Manager, Tier One Helpdesk:

Bachelor’s Degree in IT, Business Administration, or related discipline
5+ years’ experience managing Helpdesk or Call Center for end-user inquiries on technical and application issues for multiple products
5+ years’ experience in creating and delivering technical and application training materials
2+ years’ experience in-actual support of mobile devices in iOS, Windows and Android platforms
Proficient knowledge of database structure and network
Proficiency with a CRM and process management

Preferred Qualifications of the Senior Manager, Tier One Helpdesk:

Graduate degree in IT, Business Administration or related discipline
Ability to monitor and analyze a broad range of issues, develop tools to do so
Ability to recognize and take proactive measures to trends in data
A broad range of expertise in the software industry, beyond Support, including Development, QA, Tier Two research and issue resolution, customer-facing account management
Possess excellent organizational, communication, and presentation skills as well as a professional appearance
Experience in Salesforce
Excellent written and verbal communication skills

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds

Amplify Education, Inc is an Equal Opportunity Employer, M/F/D/V.
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