What will you contribute?
Provides the highest levels of job satisfaction by helping every team member understand job expectations, responsibilities and company and department goals.
Partnering with other parts of the organization such as Engineering, Sales, Product and Professional Services on the product, process improvements based on information gathered from customer support experiences.
Establishing, tracking and reporting on customer service level agreements to ensure delivery best-in-class support to our customers and Partners.
Responsibilities & Deliverables
Assists in administering company policies, procedures, functions, and activities of the support staff
Shares responsibility for scheduling, call monitoring and handles escalated customer calls.
Reviews closed calls, works with staff to correct errors and / or add additional information.
Remove impediments faced by the team, and handling escalated issues in a timely and professional manner
5+ years management in related field
Excellent management skills with the ability to effectively direct the company's support operations.
High knowledge and previous experience in customer support, specifically for US based clients.
Strong technical skills with a variety of business software tools including MS Office applications.
Strong Oral and Written communication skills.
The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.
If you need assistance or an accommodation due to disability please contact your recruitment partner.