Participate in Engineer hiring and onboarding
Ensure the team receives and assimilates comprehensive product
training, break-fix training, problem resolution training.
Participate in weekly case review session with team L3’s and
R&D to ensure solid cross-learning and employee proficiency
Manage assigned team staff, track support activity and achieve
measurable assigned department and employee goals while providing
the oversight and training needed to ensure individual and team
proficiency and compliance
Ensure all team member’s consistent adherence and achievement of
all contact center, case resolution and customer satisfaction
Participate in resource scheduling to ensure adequate 24/7
real-time, skills-based support center operations and coverage.
Perform after hours manager on-call rotations which will require
evenings and weekends, and assist on-call support staff with urgent
issues they cannot resolve on their own
Manage various customer priority case levels and situations,
including problem resource management, customer communication and
formal case escalations. Apply necessary manager technical
and product knowledge to assist in case problem resolutions.
Lead specific/assigned Partner or customer issue meetings as
Technical Support representation. Escalate situational
deterioration proactively to department Director for corrective
Analyze support cases to isolate issues or trends with product
or customer sites, providing weekly backup data reports to appraise
leadership with creative solutions that may minimize or eliminate
concerning such concerning patterns or trends.
Manage and appraise the Director of critical situations that may
present risk. Demonstrate the ability to proactively assess
customer and resource case activities to minimize all controllable
Serve as the customer point of contact and write comprehensive
formal “Action Plans” for those customers who are at risk or, where
our case escalation policy timeline has failed to produce the
desired resolution. Serve as the primary customer
communicator both verbally and in writing for these and other
at-risk customer situations.
Assist with department resource planning activities
Communicate and collaborate with resources on an
interdepartmental level including front line to executive level
leadership inf efforts to assist with assuring continuous
improvement activities are properly implemented.
Create formal Work Instructions necessary to ensure process,
procedure and policy development is consistently followed and
maintained with your assigned team.
Assist cross functional teams wherever necessary to ensure
Assign yourself to the customer queue when needed to meet work
spike situations and complete assigned case activities
Ensure all assigned team support cases are resolved in
accordance to our formal Support Escalation Procedures based
on the severity level and time requirements.
Participate in customer, partner, channel and vendor
communication related to specific product case management
Travel to client, vendor and partner sites may be required for
situation and relationship management resolutions
Elevate and develop Team Lead staff for effective employee
training, coaching, mentoring and daily case quality
Collaborate and participate with leadership to prioritize
customer reported defects and product enhancements.
Complete employee performance reviews in accordance with Vital
goals, department performance criteria and employee-specific
Participate in management on-call rotation 24/7.
Work with partners or customers to continually develop quality
Work with Engineering to prioritize customer reported defects
and feature requests
Address employee performance issues timely, thoroughly, and with
emphasis on employee success achievement.
Where required perform appropriate employee improvement plans.
If required, complete employee termination activities.
EDUCATION AND SKILLS
Minimum of Bachelor’s Degree in MIS, Computer Science related
2+ years Contact Center planning and methodology use experience
(management experience preferred)
5+ years technical service, IT, hardware and software service
Strong knowledge of Linux or Windows, Cassandra, and SQL.
Strong interpersonal communication skills, superior written and
verbal communication skills including the ability to communicate
proper planning to customers with a sense of urgency, commitment,
Strong analytical, critical thinking, root cause identification,
and decision-making skills
“People Management” skills are critical
Knowledge of network, hardware, and software configurations and
operating systems required
Experience with supporting software systems and the integration
of such systems into both LAN and WAN networks (helpful)
Strong knowledge of enterprise level network architecture
Reporting, call center metrics (helpful)