Applications Support Project Manager @BuildASign.com
BuildASign
The Application Support Project Manager will be
responsible for ensuring an outstanding level of customer service for internal
employees that contact the internal technology help desk, escalate and input
tickets to which addresses technical software and IT support requirements for
BuildASign.com. The role leads the day to day operations of the help desk
functions. This role will identify, research, and resolve level 1 and some
level 2 technical problems, create and manage escalation procedures, and ensure
service levels are maintained. Document, track, and monitor problems to ensure
resolution in a timely manner.
Job Responsibilities:
- Job is heavy with customers service and working knowledge of technology is acceptable
- Develop a strategy and plan to set priorities, develop a schedule, and provide support and follow up to internal employees submitting requests. Assign tasks for technical support/issues and escalations
- Gather and analyze metrics to benchmark the workload and performance of the role and help desk support to identify trends
- Work with employees to promote excellent customer service, effective response times, and provide effect insight into general support issues
- Deliver outstanding quality service for dealing with completing services and overall employee satisfaction
- Capture and respond to a wide variety of desktop/laptop hardware and software issues within a Microsoft Windows environment
- Independently conduct problem determination and resolution for complex technical issues using all available resources
- Experience and knowledge in providing superior customer service; able to calm situations and satisfy their requirements
Qualifications:
- Bachelor’s degree in a related field or significant experience in lieu of a degree
- Excellent communication skills and the desire to ensure that all departments in the company are pleased with their interactions with the internal Help Desk
- Ability to handle situations under pressure and meet tight deadlines
- Calm, organized, and self-motivated
- Experience in Google Apps/Microsoft Office
- 3+ years experience working with several employees in fast paced environment
Preferred:
- Strong working knowledge is preferred in the following areas: Windows & Mac operating systems, Google Apps, MS Office Suite, Active Directory, Remote Assistance, as well as experience supporting desktops/laptops in a networked environment; Mac experience a plus
- Experience with PC support in a Windows Environment to include experience in desktop support/ IT Helpdesk
- MAC Experience
Compensation
· Compensation depending on Experience
· Medical/Dental/Life/LTD/Vision Insurance
· Paid Time Off/ Paid Holidays
· 401 (k) plan
· Frequent Company and Team Events
· Weekly Free Lunches
· Training budget for book, training, certifications, and conferences
About Us:
BuildASign.com is a national e-commerce leader in custom signage and
development of industry-leading software and innovations. One of the Best
Places to Work in Austin five years running, BuildASign.com was also recently
named the one of the fastest growing companies in Austin by the ABJ. In only
six years, we have grown to nearly 30 million in revenue and over 225 employees
without taking any venture capital. We have a proven model that works, an
outstanding team, and a fun, welcoming work environment. If you like working in
a fast-paced, results-oriented, team environment that values original thinking,
analytical ability and bottom line results, we could be the right place for
you. Austin, TX, BuildASign.com’s international headquarters, was named one of
Forbes Magazine’s 2011 Top 10 Best Cities for Young Professionals.