Cerium Networks is a recognized innovator and leading provider of a full suite of unified communications and collaboration (UC&C) contact center and customer experience management, network infrastructure and security solutions. Our strength lies in our consultative approach, deep technical experience, local resources and extensive strategic partnerships.
Ideal candidate will be reliable, a strong communicator, decisive, organized, professional and capable of handling multiple responsibilities in a fast-paced performance-oriented environment. Must be a self-starter and effectively interact with customers, staff and management. Position requires independence and accountability as well as a cooperative effort. We are looking for someone who has lead teams in this capacity before.
This position can work remotely but individual must be located in the Western US.
Essential Duties and Responsibilities, including but not limited to:
1. Supervise Collaboration Engineers and ticket caseload
2. Build/Maintain a strong team for collaboration support
3. Onboard new locations/technology from a technical perspective
4. Technical ownership of technology updates and upgrade procedures based on manufacturer or client documentation:
5. Technical Ownership of support contract language for services COS provides, and information included in client environment details from a technical aspect.
6. Define Part/Critical spares stocking strategy:
7. Define alarming/monitoring strategy for tickets.
8. Define/document Support ticket escalation path
9. Ensure data/solution accuracy in Cerium and client databases and applications, ex. CRM, ServiceNow, AlarmTrag, SAL, AVG, Devolutions
. Requirements:
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