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Customer Service Manager

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 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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