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Global Customer Support Manager T1

Company: Brains Workgroup, Inc.
Location: Hackensack
Posted on: April 3, 2021

Job Description:

One of our clients, a leading company in telecommunication video technology looking for Global Customer Support Manager to join the teamThis is a permanent full time position with great benefits packageRemote work from home and from office is availableCurrently 100% remote due to Covid19. Global Customer Support Manager T1 Responsibilities

  • Effectively run a global mission critical support group located in various locations around the world
  • Act as the voice of the customer across the organization
  • Develop and implement customer support methodologies and best practices
  • Set customer support KPIs and pursue top service standards to meet them
  • Provide insights based on data to identify improvements in the Support teams day-to-day operation
  • Conduct hands-on "lesson learned" sessions to review tickets that were not managed well and implement changes to improve
  • Identify new tools and technologies to better serve the customer
  • Develop and execute plans for personal team members development
  • Build and maintain work processes and relationship with all stakeholders (Operations, MIS, Product, Sales and R&D)
  • On-boarding - build and maintain training plan of new team members
  • Act as an escalation point for Sales Engineers and Partners
  • Oversee and streamline global CS processes, procedures, and metricsJob requirements
    • Experienced with scaling and developing global support team (35+ employees)
    • Experienced with running 24/7 support operations in mission critical service organizations
    • Experienced with support processes and best practices development
    • Experienced with support tools implementation (Salesforce)
    • Solid technical product experience as well as customer facing nature
    • Great and proven troubleshooting skills
    • Ability to manage escalation calls with customers top management
    • Proven record for exceeding targets, KPI's and SLAs
    • Ability to demonstrate the support operation through data Personal requirementsA track record of being a team player and leader with strong interpersonal and communications skillsNatural ability to think several steps ahead of the customer and take proactive steps to address roadblocks and issuesEvidence of well-developed leadership skills Use this link to apply directly: Or email: Check ALL our Jobs: Keywords:customer, support T1 T2 salesforce kpi sla, operations tickets - provided by Dice

Keywords: Brains Workgroup, Inc., Hackensack , Global Customer Support Manager T1, Executive , Hackensack, New Jersey

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