Vacancy expired!
- Managing the customer support department's day-to-day functions
- Responding to escalated customer support issues
- Identify ways to proactively reduce requests through automation, documentation, and process improvement
- Implementing customer support processes to enhance customer satisfaction
- Formulating and revising customer support policies and promoting their implementation
- Informing the team of all new information related to products, procedures, and trends
- Assessing support statistics and preparing detailed reports on the findings
- Enforcing high standards for issue handling, escalation, and problem management across the organization and guide the team with metrics and goals that clearly measure their success
- Measuring, monitoring, and maintaining the team's ability to meet or exceed contact and resolution Service Level Agreements (SLA)
- Interviewing and hiring new employees
- Reducing contacts through process improvement and root cause analysis
- Responding to inquiries, escalations, and establishing partnerships with key customers and service owners
- Overseeing and evaluating the team's ongoing training efforts.
- Managing on-call schedules
- Bachelor's degree in Technology or related field
- 2+ years experience managing a technical support team
- 2+ years Development experience
- Proven written and verbal communication skills with the ability to present complex technical information clearly and concisely to a variety of audiences
Vacancy expired!