Our client is a business-to-business software solutions company, based in Long Island, New York.
In 2001 the company introduced POS, a Point of Sale and Activation Tracking System customized for Telecommunication Distributors, Wholesale and Retail. Since then, RMS and WMS systems had been evolved into the most comprehensive All-In-One Cellular Management software solution in the Market today.
POS, RMS, Commission, ERP and Accounting systems has been deployed in thousand of retail stores, and has been selected by some of the largest Telecommunication and BSS Providers in the United States and Canada to manage the BSS integrated Corporate Stores POS systems. Its system is designed to handle every aspect of the business including Retail, Wholesale, Inventory Tracking, Employee Management, Quotes, Purchase Orders, RMA, Activation Tracking, Commission Processing, Accounting, Customer Relationship Management (CRM).

To manage a team of Technical Support Engineers in the provision of support and maintenance services for MTPOS
(MicroTelecom Point of Sale) application suite to high profile, blue-chip Customers and Systems Integration Partners. Primary
activities for the Support Lead will be to:
1) Lead the team and communicate effectively to ensure understanding of team objectives and the wider organization mission
statement.
2) Ensure that your team is able to provide resulution to critical product issues reported by MT personnel implementing,
configuring or customizing MTPOS solutions.
3) Ensure that team is able to enthusiastically and aggressively respond to virtually any other task that may be required to help MT
remain the best-in-class product.
4) Your team need to escalate of bug reports to product development, the review of new product deliverables and design
specifications.
5) Your team is proficient to provide telephone/email support, remote diagnostics, research and duplication of reported problems,
development and maintenance of the MTPOS knowledge base and the management of specific support-related projects.
7) Manage and lead the team through deep knowledge of the job area.
8) Prepare and execute presentations for regular internal meetings.
9) Apply an in-depth understanding of the business and the Customer view.
10) Provide support to other parts of the business regarding commercial and finance decisions.
11) Complete broad scope assignment independent of supervision, and make leadership decisions relative to strategic and
tactical initiatives.
12) Plan, track and control the budget of the team.
Show general technical knowledge of all product areas.
Candidates must have the ability to manage complex technical problems with minimal assistance, possess a high level of
customer service experience and have excellent communication and interpersonal skills. Candidates must be able to work
independently as well as managing a team and have a "do whatever needs to be done" attitude. Should have interacted with
customers abroad. Ability to work in Matrix organization with Support leads located in other part of teh world. Manage 24x7
support team in shifts. Knowledge & Adherance to support process.
7 Preferred/ Subsidiary Skills Knowledge management, Competency tracking, team development, root cause analysis, SCP certification