E-Notebook Support Manager

Responsibilities include ensuring customer satisfaction for our clients, maintaining the efficiency and effectiveness of Enterprise Support staff, overseeing the onboarding and training of new members of the Support team, creating and overseeing the creation of knowledge content, providing technical support for E-Notebook to our customers, and general Customer Care. Travel may be required as client/staff needs dictate.
Primary Responsibilities

• Provide email/GoToMeeting/phone consultation to troubleshoot, debug and solve customer’s issues
• Provide guidance and assistance to partners and customers with implementation and use of the E-Notebook, ChemBioOffice Enterprise and related products
• Understand the problems reported by customers and reproduce locally
• Accurately and completely document problems, solutions, and defects in the Support call tracking system and defect tracking system
• Investigate and provide workarounds as applicable
• Collaborate with other departments, such as Product Engineering and Professional Services as required
• Participate in side-projects aiming at improving usability, supportability and quality of the Enterprise Products
• Learn and expand your knowledge of ELN/CBOE and its associated products
• Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos.

• Analyze and Troubleshoot reported issues/errors.
• Provide written and verbal consultations to debug customer issues of high-level complexity within product platform.
• Be Additional Owner on and Learn from other Senior Support Engineers HIGH and CRITICAL cases & conference calls.
• Engage in technical and tactical discussions with Senior & Principal Support Engineers about how to approach technical problems.
• Monitor the queue for your product and handle triage of new cases and maintain adherence to our SLAs.
• Manage/monitor high-severity issues and escalations within your team to assure focus remains on the highest priority issues and keep management informed of any potential problems.
• Contribute to, and challenge, management initiatives.
• Help identify ways to make measurable improvements to our KPIs.
• Actively contribute knowledge objects:
• Actively contribute to the User Community Forums
• Actively contribute to the Knowledge Base
• Help develop Knowledge Transfer Sessions
• Identify ways to improve our internal metrics (e.g. solve problems for managers that haven't been solved yet, or create more elegant and accurate dashboards for existing solutions)
• Identify gaps in your own skills as well as the Team’s skills and work towards filling in those gaps by actively seeking training in those skill areas or encouraging others to seek training in those areas.

• Customer focus
• Good English oral and written communication skills
• Problem solving and analytical capabilities
• Planning, Prioritizing and Reporting
• Attention to detail and a concern for quality

• Implement and promote use of consistent, efficient and quality processes (within the ITIL framework) to handle enterprise application supportEnsure compliance with company and customer QA policies, procedures and best practices
• Create, maintain and assume accountability for a culture of high customer service
• Track support cases through their life cycle with a focus on meeting established SLA’s
• Work with R & D to escalate and track support cases that require software patches/ upgrades
• Generate weekly/ monthly reports for both internal and external consumption on all support activities
• Plan, allocate and manage support activities efficiently
• Train and mentor Support Engineers and write KB articles when appropriate.