Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
We are looking for a highly technical and hands-on customer success support manager eager to help customers succeed. As a manager for the support team he will partner with customers on a daily basis, which results in opportunities to learn and help shape the future of the product with your feedback. you will be responsible for working on resolving complex and challenging issues and provide guidance and mentorship to customer success engineers.
Responsibilities:
- Manage a support team to provide needed support for our customers.
- Set clear objectives, evaluate progress and install a high performance culture with focus on team
- work, service excellence and ownership for resolving customer issues
- Set-up, manage and improve standards and procedures within the team
- Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
- Manage the team and individual performance, technical and skills development
- Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
- Cascade business objectives and targets to the team
- Review daily priorities and take appropriate action to ensure results are achieved
- Remain aware of new product developments in the area of technology providing input and tactical direction to the business on customer service and support challenges
- Ensure high quality, up-to-date documentation exists for all service arrangements
- Provide input into the company service strategy
Job Requirements
Professional Qualifications or Certifications:
- MCSE Required
- Unified Communication certified Required
- CCNA is preferred
Computer Skill / Proficiency:
- Microsoft Windows Server
- Good knowledge for exchange Unified communications [Exchange, S4B,and team]
- Cloud technology [Office 365, Azure, and AWS]
- Integration between S4B and another IP telephony preferred
- Active directory, and virtualization
- Good knowledge for SQL
Required Skills:
- Excellent communication skills and the ability to explain complex technical ideas to non-technical audience and work with individuals at all levels.
- Excellent communication skills in English (both written and oral); able to concisely communicate security risks to both technical and business audiences.
- Active Listening
- Oral Communication
- Interpersonal Skills
- Customer Service
- Leadership skills
- The ability to work well in a team
- Problem solving skills
- Can work under pressure
- Attention to detail.
- Highly developed influencing skills
- A positive attitude and energetic work style
- Highly organized and efficient work manner with exceptional time
- Works to the strategic direction of the organization
- Self-motivated creative and pro active
- Ability to develop the team
