Company:
Artech LLC
Location: Austin
Closing Date: 04/12/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Do something big and innovative! Stretch your creative muscles and work on big issues. Since 1989, we have developed technology environments, applications, and tools by providing experienced teams to implement, enhance, and maintain our clients’ essential systems and applications. Come join the Scalence team!
Job Title: Technical Support Program Manager
Duration: 12 months
Location: Onsite
Pay rate: $50/hr. W2
Job Description:
Only US Citizens are eligible due to the security clearance needed for Federal work.
Technology Applications - Deltek, Salesforce GovCloud (experience with these not necessary)
Current scope - Production support of cloud provisioning by serving the needs of Cloud Contracts with the U.S. Federal government and public sector clients.
As a Technical Project Manager for the Team, you'll coordinate a team of Technical Support Engineers to provide front-line technical software support to customers, partners, and internal users and teams who use a variety of proprietary tools and applications, along with Deltek and Salesforce. Your team will triage support tickets and work with customers to gather information and have the ability to triage and troubleshoot the issue that they're experiencing. This includes driving an issue towards resolution, engaging with internal teams, and escalating cases when needed. The candidate is also expected to assist with UAT during the project implementation phases. The candidate should have experience with identifying and diagnosing issues, a good grasp of web technologies and strong communication skills.
You would be responsible for: triage, troubleshoot, and resolve customer issues with competing priorities utilizing knowledge of Deltek and Salesforce (GovCloud).
Run team meetings, build effective team culture and become a subject matter expert in the area of work.
Coordinate with operations and technical teams working in the space to ensure alignment and forward progress.
Interacting with users, customers, and team members via written communication, primarily
through a customer support ticket.
Research problems and solutions, and collaborate with several team members and subject
matter experts to pinpoint the root cause of complex software issues or recommend feature
requests.
Drive alignment across the organization and stakeholders.
Meet/Exceed SLAS
Support business reviews on monthly and quarterly basis
Job Title: Technical Support Program Manager
Duration: 12 months
Location: Onsite
Pay rate: $50/hr. W2
Job Description:
Only US Citizens are eligible due to the security clearance needed for Federal work.
Technology Applications - Deltek, Salesforce GovCloud (experience with these not necessary)
Current scope - Production support of cloud provisioning by serving the needs of Cloud Contracts with the U.S. Federal government and public sector clients.
As a Technical Project Manager for the Team, you'll coordinate a team of Technical Support Engineers to provide front-line technical software support to customers, partners, and internal users and teams who use a variety of proprietary tools and applications, along with Deltek and Salesforce. Your team will triage support tickets and work with customers to gather information and have the ability to triage and troubleshoot the issue that they're experiencing. This includes driving an issue towards resolution, engaging with internal teams, and escalating cases when needed. The candidate is also expected to assist with UAT during the project implementation phases. The candidate should have experience with identifying and diagnosing issues, a good grasp of web technologies and strong communication skills.
You would be responsible for: triage, troubleshoot, and resolve customer issues with competing priorities utilizing knowledge of Deltek and Salesforce (GovCloud).
Run team meetings, build effective team culture and become a subject matter expert in the area of work.
Coordinate with operations and technical teams working in the space to ensure alignment and forward progress.
Interacting with users, customers, and team members via written communication, primarily
through a customer support ticket.
Research problems and solutions, and collaborate with several team members and subject
matter experts to pinpoint the root cause of complex software issues or recommend feature
requests.
Drive alignment across the organization and stakeholders.
Meet/Exceed SLAS
Support business reviews on monthly and quarterly basis
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