Customer Service Manager
Company: Brains Workgroup, Inc.
Location: Hackensack
Posted on: April 3, 2021
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Job Description:
One of our clients, a leading company in telecommunication video
technology looking for Global Customer Support Manager to join the
team This 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 worldAct as the voice
of the customer across the organizationDevelop and implement
customer support methodologies and best practicesSet customer
support KPIs and pursue top service standards to meet themProvide
insights based on data to identify improvements in the Support
teams day-to-day operationConduct hands-on "lesson learned"
sessions to review tickets that were not managed well and implement
changes to improveIdentify new tools and technologies to better
serve the customerDevelop and execute plans for personal team
members developmentBuild 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 membersAct as an escalation point for Sales Engineers and
PartnersOversee and streamline global CS processes, procedures, and
metrics Job requirements Experienced with scaling and developing
global support team (35+ employees)Experienced with running 24/7
support operations in mission critical service
organizationsExperienced with support processes and best practices
developmentExperienced with support tools implementation
(Salesforce)Solid technical product experience as well as customer
facing natureGreat and proven troubleshooting skillsAbility to
manage escalation calls with customers top managementProven record
for exceeding targets, KPI's and SLAsAbility to demonstrate the
support operation through data Personal requirements A 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:https://brainsworkgroup.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=14130975Or
email: igork@brainsworkgroup.comCheck ALL our Jobs:
http://brainsworkgroup.catsone.com/careers Keywords:customer,
support T1 T2 salesforce kpi sla, operations tickets
Keywords: Brains Workgroup, Inc., Hackensack , Customer Service Manager, Hospitality & Tourism , Hackensack, New Jersey
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