Manager Customer Support

Roles and responsibilities

Drives value to customers and team members by creating and sharing related knowledge.

▪ partners with customers to support their business strategy and goals.

▪ Maintain External, Internal, and the vendor SLAs. Awareness with ITIL is a plus.

▪ Serve as the primary escalation point for externalinternal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed promptly.

▪ Provide consistent oversite on service tickets progress to ensure customer timelines and expectations are managed.

▪ Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction.

▪ Provides business and technical support to customers, helps customers troubleshoot problems, and works with customers to implement and configure the product or service.

▪ Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until the customer has confirmed issue resolution.

▪ Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs.

▪ Accountable for the team's delivery of timely and accurate technical solutions to customers

▪ Participate (or lead, when appropriate) in new technology adoption to enhance services offered to our customers.

▪ Demonstrate an approach of continuous improvement across all areas of the work.

▪ Ensure depth and breadth of technical skills are maintained across the team to support customer demand.

▪ Partner across internal teams to vet and onboard new products and/or services

▪ Develop, implement, and continuously improve process documentation for the technical support team.

▪ Allocate and hire the right resources to ensure meeting the company SLAs.

▪ Manage initiatives for the team to deliver next generation services.

▪ Actively participate in best practice sharing within the services organization

▪ Proactively explore automation and net new efficiencies, making recommendations to senior leadership

Desired candidate profile

Technical Background is a must
Bachelor's degree or four or more years of work experience
Experience working in Support Desk
3+ years of experience in a technical managerial role and IT services industry. Educational domain is a Plus.
Experience with ticketing solutions such as Zendesk
Prior consulting or support experience preferred.
Prior mentoring or leadership experience preferred
Partner across internal teams to vet and onboard new products and/or services

▪ Develop, implement, and continuously improve process documentation for the technical support team.

▪ Allocate and hire the right resources to ensure meeting the company SLAs.

▪ Manage initiatives for the team to deliver next generation services.

▪ Actively participate in best practice sharing within the services organization

▪ Proactively explore automation and net new efficiencies, making recommendations to senior leadership