Manager Support Engineering - FreeWheel

Profile

Comcast brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Manager, Support Engineering is a supervisory role, managing Support Engineers who provide FreeWheel software support working directly with clients, internal departments like account managers, trainers, and third-party partners to resolve complicated technical and workflow issues. Manager, Support Engineering trains and coaches employees on best practices, helps develop and realize service department KPIs and associated reportable metrics, prioritizes support issues, documents procedures, engages and works with other departments as required, and monitors issues until they are concluded.

Job Description

Core Responsibilities

Manage Support Engineers day-to-day work and schedule, ensuring timely and quality responses which meet or exceed service level agreements.

Fluency and ownership of day-to-day systems of record.

Conduct reviews, hold meetings, set goals, provide regular feedback to direct reports.

Work directly with FreeWheel clients to resolve complicated technical issues. This may include inheriting particularly challenging or sensitive issues from Client Service Representatives, or if otherwise requested to do so by a manager.

Work directly with members of other FreeWheel departments, including trainers, account managers, product as needed.

Support the FreeWheel hosted application environment by maintaining programs, monitoring systems proactively.

Escalate urgent problems requiring more in-depth knowledge to the appropriate internal resources, such as relevant product owners.

Actively share technical, workflow knowledge.

Ensure issues and time spent are tracked appropriately in the system(s) of record.

Maintain departmental documentation, best practices, procedures.

Assist the department head in determining issue patterns, process improvements and identifying training needs and/or improvement opportunities for the Client Service Department.

Encourage participation in eNPS surveys, convert feedback into elevations and work towards solving them.

Perform certain essential job functions outside of business hours, including on weekends, if required.

Carry out all essential job functions in a courteous and professional manner.

Skills:

Proficiency in supporting Microsoft applications and technologies, including but not limited to:

Windows Client and Server operating systems.

Excellent knowledge of softphone systems, like Five9

Excellent knowledge of ticketing best practices, call center procedures, and relevant systems of record, like Salesforce

Relational database management systems, MS SQL Server.

MS Office applications including Word, Excel, and PowerPoint.

MS Terminal Services and Citrix.

Analytic, detail oriented, with an aptitude for troubleshooting complex technical and/or workflow issues.

Excellent written and verbal communication skills.

Work Experience:

Minimum of 3-5 years of experience in IT Helpdesk Support or equivalent technical troubleshooting position

Demonstrated ability to lead others

Experience working in a team-oriented, collaborative environment

Advanced experience troubleshooting and using FreeWheel applications, workflows strongly preferred

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

5-7 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com