Customer Support Specialist
Bamboo Health
Managed Services Support Specialist
CBTS
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $54,000 - $73,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudCyber Security
About the role
- Provide leadership and guidance to the Service Desk team and internal stakeholders
- Monitor and manage ticket queues to ensure proper assignment, prioritization, and resolution of customer issues
- Maintain exceptional ticket documentation and SLA attainment
- Identify trends, address recurring issues, and develop methods to monitor ticket queues
- Engage in Service Coordination and/or Implementation Coordination activities
- Drive continuous service improvement, evaluate customer satisfaction, establish goals and metrics, and provide reporting and feedback to the business
- Support launch of new products or system enhancements
Requirements
- 4–6 years of experience in Managed Services and/or IT Industry, preferably with customer-facing responsibilities
- Service or Network Operations experience with strong understanding of operational support and analysis
- Strong interpersonal skills with proven ability to build relationships with customers, operational personnel, and account teams at all levels
- Technical understanding of ITIL best practices, support functions, applications, and processes
- Balanced knowledge and working experience in: Day-to-day change, incident, and problem management processes; Reporting and tracking of key operational performance metrics; Project management methodologies and processes
- Ability to function in complex, challenging customer environments, influence change, and negotiate mutually beneficial solutions
