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About the role
Key responsibilities & impact- Delivery of superior-level service to end-user customers and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
- Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
- Conducting regular team meetings and performance discussions with support engineers.
- Interacting with regional and corporate management on matters between functional areas or customers and the company.
- Tracking, monitoring, and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution.
- Monitoring both the Virtual Call Center and Salesforce to ensure support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.
- Assigning and managing projects based on new product releases, call related issues and/or training needs within the organization.
- Tracks projects and initiates documentation based on project successes.
Requirements
What you’ll need- Bachelor of Science in Computer Information Systems or equivalent experience.
- At least 3 years of management experience in a technical environment, with advanced customer interaction skills.
- Previous account management or account executive skills are desired, with the ability to organize and track multiple projects.
- Effective leadership experience is required, with goal-setting and action plans for career development on a team and individual basis.
- An effective customer service attitude and being able to lead a team in resolving difficult customer situations.
- Advanced verbal and written communication skills when dealing with customers and business partners.
- At least two years of experience as a Technical Engineer.
- Fluent in English (written and spoken language), Portuguese is a plus.
- Skilled in leading and motivating talented engineers.
- Project management experience or background, with experience of managing multiple projects and priorities.
- Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
- Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
- Motivated by challenges and able to offer multiple solutions to a problem.
- Proven track record of identifying and developing innovative enhancements to the processes and methodology.
- Able to develop individual and team objectives to contribute positively to organizational goals and direction.
- Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas.
- Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance.
- Ability to effectively present complex technical materials that are tailored to the target audience at large venues.
- Ability to effectively present tailored materials to executive-level management.
- Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.
- Knowledge of call center processes and terminology.
- Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and provides opportunities for open discussion and evaluation of those ideas.
Benefits
Comp & perks- Professional development opportunities
- Flexible work arrangements
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementtechnical engineeringcustomer serviceperformance managementworkload analysisstaff schedulingaccount managementprocess improvementdocumentationcall center processes
Soft Skills
leadershipcommunicationproblem-solvingteam motivationcustomer interactionempathyorganizational skillsgoal-settingfeedbackconflict resolution
Certifications
Bachelor of Science in Computer Information Systems