Help Desk Manager - eCommerce
Visionary Integration Professionals, LLC - Westlake, TX

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Overview: Established in 1996, Visionary Integration Professionals (VIP) is a global technology and managed services firm that has provided solutions to over 900 government and commercial clients in various industries. With its mission of “helping clients achieve measurable results,” VIP helps its customers challenge boundaries and uncover new possibilities to increase productivity, maximize revenue, improve performance, mitigate risks, and reduce costs. VIP has over 700 staff and offers expertise spanning eight core service offerings: Business Intelligence, ERP Consulting & Integration, Technology-Based Learning Solutions, Management Consulting, Software Quality Management & Testing, Application Design & Development, Systems Maintenance & Operations, and Network & Data Center Infrastructure Consulting. VIP’s corporate headquarters is located in Folsom, California with offices in DC Metro, New York City and Houston.
Responsibilities: Provides customers and end users with product and technical support by performing the following duties or through subordinate supervisors.

Staffs and trains technical support representatives on Pharmaceutical Distribution Customer Facing Technologies.

Creates system for responding to customer inquiries and escalations via telephone, online networks, and mail.

Uses automation effectively manage and track customer inquiries and escalations.

Trains staff to help customers use call center technology properly.

Communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested.

Advises upper management on product development issues arising from product problems identified through technical support calls with customers.

Advises technical writers on user documentation.

Handles customer problems that appear to arise from the use of the customer facing technology

Completes, maintains, and processes pertinent paperwork and records.

Plans and schedules levels of support according to product release schedules.

Team assists in beta testing of new handheld product offering.

Hands-on knowledge of control substance regulatory compliance and project management

Work with customers and internal departments (Sales, Marketing, Operations, etc.) in resolving issues
Additional Duties and Responsibilities: As needed.

Qualifications:
Must have experience in an eCommerce environment.

Must have experience managing a help desk team. Bachelor's degree (B. A.) from four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services.; Continually works to improve supervisory skills.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Preferred Qualifications: As needed.
Physical Requirements: Sit Bend Stand Walk Handle objects (manual dexterity) Use fine finger movements (type) Must carry/lift loads of up to 25 lbs. Mental Requirements: Read/comprehend Write Perform calculations Communicate orally Reason and analyze EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, disability, or veteran status. EOE/F/M/DV. VIP participates in the E-Verify Employment Verification Program.

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