Customer Support IT Manager
3 weeks ago
Overview
As the liaison between the customer and technical support team, you will supervise everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. The ideal candidate possesses outstanding project management and communications skills and the ability to effectively manage key relationships and challenging situations under pressure.
Job description
- Act as point of contact for operational issues - coordinate technical issues and customer needs.
- Identify, build, maintain and manage relationships with internal customers.
- Represent customer needs to post-sales support teams and applicable organizations.
- Supervise cases to ensure timely resolution, follow up on cases and provide customers with updates.
- Coordinate and conduct weekly conference calls to provide status reports and present quarterly reports.
- Educate customers on company processes and procedures.
- Provide status reports to management.
- Manage project and internal service improvements.
Requirements:
- A BS/BA degree or equivalent with 3-5 years related customer support and project management experience.
- Excellent communication, influencing, and presentation skills.
- Ability to engage cross-functional resources to solve customer issues.
- Understanding of pertinent software applications used for reporting and researching.
- Ability to apply tools for customer, perform gap analysis and make recommendations to customer.
- Good understanding of Networking and Telecommunications product and solutions.
- Good understanding of project management and business concepts.
- ITIL certified.
- CCNA or equivalent basic technical/networking knowledge is a plus.
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