About this role
Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the incident management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates support service improvement projects and proactive support initiatives. Provides recommendations to next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements basic operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
Minimum Job Qualifications
Education and/or Experience:
5 years of experience in customer support, technical support, or related field
OR
High School Diploma, General Educational Development, or equivalent AND 4 years of experience in customer service, customer support, or related field.
Job Skills:
Service Delivery Management: Demonstrated ability to coordinate and manage high-quality service delivery and ensure customer satisfaction.
Consultancy: Demonstrated ability to provide consultative recommendations for client business or technical solutions.
Customer Service: Demonstrated ability to deliver high-quality customer service, resolving complex issues with professionalism.
Conflict Resolution: Demonstrated ability to identify, address, and resolve conflicts to maintain positive team dynamics.
Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
Cross-Functional Team Leadership: Demonstrated experience successfully leading cross-functional teams in project or product delivery.
Prioritization: Demonstrated expertise in prioritizing tasks and projects to ensure efficient resource allocation.
Operating Systems: Demonstrated experience managing, upgrading, and troubleshooting diverse operating systems.
Business Acumen: Demonstrated business acumen in making strategic decisions aligned with organizational goals and industry trends.
Compliance: Demonstrated knowledge of and adherence to regulatory, legal, and organizational compliance requirements.
Negotiation: Demonstrated skill in achieving mutually beneficial agreements through effective negotiation and communication.
Stress Tolerance: Demonstrated ability to maintain effective performance in high-pressure, time-sensitive situations.
Root Cause Analysis: Demonstrated ability to conduct root cause analysis and implement corrective action plans.
Performance Metrics Analysis: Demonstrated skill in analyzing and interpreting performance metrics to recommend actionable improvements.
Preferred Job Qualifications
Education and/or Experience:
5 years of experience in customer support, technical support, or related field
OR
High School Diploma, General Educational Development, or equivalent AND 4 years of experience in customer service, customer support, or related field.