Business Development Manager

Job Title: Business Development Manager



Duration (Contract): 12 Months



Client Location: Plano, TX 75023

Location Preference: Onsite

Job Description:

As a Business Development Manager, you are responsible for independently providing advanced technical support services to our enterprise customers. Provide issue management, status updates, and resolution to the customer. Provide reporting and escalation support on mobile devices and other products in the portfolio. Follow through on customer commitments with the utmost professionalism, courtesy, and a clear sense of accountability. Collaborate with customers, internal resources, HQ, and 3rd parties to ensure delivery of services.

Responsibilities:

• Responsible for providing advanced technical support and troubleshooting on mobile products.

• Primary interface between customers, internal, and third-party escalation teams.

• Investigate complex, multi-faceted issues that involve MDMs, Enterprise Networks, Mail Systems, and other 3rd party products.

• Analyze data, logs, and testing results to help identify root cause.

• Evaluate issues from multiple angles; integrate data inputs to develop corrective actions while driving issues to resolution within the required SLAs.

• Provide advanced troubleshooting over the phone, via web conferencing, or in-person.

• Log and track all issues in Client ticketing system.

• Engage and escalate to other advanced technical support teams when necessary.

• Provide regular activity reports, postmortem, and other ad hoc reports.

• Help drive improvements in operational capabilities, troubleshooting, and other customer service functions.

• Responsible for developing and mentoring junior team members by assessing strengths, create plans to address deficiencies and set goals that will positively impact the overall performance of the individuals.

• Manage internal technical projects, create timelines, and meet deadlines to comply with business needs.

• Responsible for creating and maintaining relationships across other Client business groups to facilitate issue resolution, increase technical knowledge or further increase team effectiveness.

• Responsible for taking technical escalations, determine root cause or effectively communicate next steps to the Senior Technical Specialists until full resolution is provided or workaround is in place.

• Act as the Major Incident Manager and be accountable for the general procedures management, identifying the appropriate technical groups/resources and keep the customer informed about the progress of the case.

• Available for on-call rotation

Required Skills, Experiences, Education and Competencies:

• Bachelor's Degree or 10 years of technical support experience is required. Technical degree preferred.

• Prior experience in a telecommunications environment required, with specific focus on mobile device services and support (smartphones and tablets).

• Knowledge and experience with MDMs/EMMs is preferred (SOTI, Blackberry, AirWatch, MobileIron, MaaS360, MS Intune, Knox)

• Strong foundation and understanding of mail platforms, mail server administration, and transport protocols (POP/IMAP/SMTP/ActiveSync/Exchange/O365).

• Sound understanding of mobile platforms, device manufacturers, mobile browsers, and device management.

• Solid foundation and understanding of basic enterprise server administration (Windows/AD/LDAP/DNS/DC)

• Strong foundation and understanding of basic network functions, standards, and protocols (TCP/IP/WiFi/VPN/LAN/WAN)

• Solid understanding of emerging technologies, standards, and best practices for mobile development.

• Thorough knowledge and experience in different mobile development platforms including (BB, iOS, Android, et al).

• Strong analytical, problem solving, and technical skills with a high attention to detail and the ability to understand complex workflow systems.

• Deep understanding of processes and methods to troubleshoot customer issues and drive timely resolution of issues.

• Solid understanding of mobile email message flow.

• Must be comfortable working in stressful situations and navigating the organization effectively.

• Strong written, verbal, and written communication skills.

• Proficient in handling the most complex of technical support issues including, but not limited to, device, wireless carriers, internet, and IT infrastructure (MDM, Mail Systems, Network).

• Be identified as a subject matter expert (SME) on any (or multiple) of the Client supported technologies.

• Proficient in MS Excel to create reports, manipulate data and present to upper management.

• Consistently create technical advanced documentation on all resolved issues and share this knowledge with the rest of the team members.

The hourly range for roles of this nature are $40.00 to $50.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.