Technical Support Manager Salary in Westfield, Massachusetts

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Average Salary for Technical Support Manager in Westfield, Massachusetts

The average salary of a(n) Technical Support Manager in Westfield, Massachusetts is $111,901.

The average hourly rate of a(n) Technical Support Manager in Westfield, Massachusetts is $53.80.

The average bonus of a(n) Technical Support Manager in Westfield, Massachusetts is $9,209.00.

Job Description:

Manages the resolution of technical issues for users of company products, including current and prospective clients, resellers, and professional product testing organizations. Designs, develops, and implements processes, systems, and technology to support and enhance the technical support function. Manages and develops the support teams, including hiring, professional development, and proactive project work. Serves as a proactive liaison and support engineer to supervise level one support resolution and fix any escalated trouble tickets. Consults occasionally with users to understand and clarify their expectations of the products and communicate resolution steps and timelines. Creates and maintains a knowledge base of issues, resolutions, use cases, topologies, tricks and tips, configuration guides, FAQs, and documentation improvement suggestions. Documents all user interaction, manages trends, and reports on staff utilization. Identifies and analyzes technical trends and provides appropriate feedback to Product Management and Engineering. Identifies potential sales leads through customer usage scenarios to Product Management and Sales. Designs, installs, configures, and maintains necessary lab environment required to support products through failure replication and stress testing. Coordinates support issues for account management with sales team. Provides regular reports for management that measure the effectiveness of the technical support function. Directs, supports, and motivates the support teams to provide the highest quality service. Manages workflow, staffing, and schedules to meet operational goals, as agreed upon with management and in accordance to the budget. Less

Manages the resolution of technical issues for users of company products, including current and prospective clients, resellers, and professional product testing organizations. Designs, develops, and implements processes, systems, and technology to support and enhance the technical support function. Manages and... More

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