Customer Support Manager
KPI Integrated Solutions
full-time
Posted on:
Location Type: Remote
Location: Ohio • United States
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Tech Stack
About the role
- Provide strong, dynamic leadership that mentors, develops, and guides team members to achieve Customer Satisfaction goals.
- Oversight and Direction of the Help Desk.
- Ensure the Customer Support Team is adequately trained and knowledgeable on all technologies supported by KPI.
- Be the focal point for our partners, holding them accountable for delivering highly dependable solutions and response times when called upon.
- Work with Field Service Director and team to provide prompt field service to our customers when required.
- Responsible for the development and administration of annual department budgets to attain business goals with operational stability
- Act as the trusted advisor, both internally and externally, to ensure targets and profitability goals are met.
- Leverage KPI’s Management Executives and other senior Business Unit Leadership when appropriate, to strengthen client relationships.
- Build and manage influential customer relationships via cadence calls and post-incident reviews.
Requirements
- Proven Support professional with a deep understanding of Call Centers, including strengths in software support, field service support, and the ability to solve customer business needs.
- Minimum of 10 years’ experience in technical support, field service support, with at least 7 years of direct experience in managing leaders and agents.
- Working knowledge and practical experience of all building blocks in support desk and field service solutions such as Salesforce, call center phone systems, hardware, applications, cloud, analytics, etc.
- Ability to work well under pressure to handle crises and balance several tasks simultaneously.
- Ability to work well with customers in stressful situations.
- Ability to prioritize, delegate tasks to appropriate staff, and perform required follow-up.
- Bachelor’s Degree required. Master’s Degree or MBA is preferred.
- Excellent communication skills with the ability to negotiate through extreme high-pressure customer situations.
- Must have a strong customer focus and be able to build relationships and establish trust, respect, competence, and confidence effectively and quickly.
- Natural self-starter, decisive, high energy, and can-do attitude.
- Strong organizational and project management skills.
- Demonstrates high ethical and professional standards.
- Proven ability to recruit, develop and retain staff.
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Health Care Concierge Service
- 401(k) Retirement Plan (Pre-tax & Roth)
- Company paid Basic Life Insurance, Short-Term Disability & Long-Term Disability
- Voluntary Life & AD&D Insurance
- Voluntary Accident, Critical Illness & Hospital Indemnity Insurance
- Pet Insurance
- Milk Stork Program
- Wellness Program with gift card redemption and wellness challenges
- Paid Time Off (Vacation, Sick & 10 Holidays)
- Training & Development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportfield service supportsoftware supportcall center phone systemsSalesforcecloud solutionsanalyticsbudget administrationcrisis managementproject management
Soft Skills
leadershipcustomer focuscommunicationnegotiationrelationship buildingorganizational skillsself-starterdecisivenesshigh energytrust building
Certifications
Bachelor's DegreeMaster's DegreeMBA