To Apply please go to http://bit.ly/fPHLwo
SKILLS & RESPONSIBILITIES: - To provide superb technical and managerial leadership for our client’s multi-location, multi-time-zone, 24x7 Delivery and Services organization
- Expanding our client’s overall technical support capacity, improving efficiency and quality of service.
- Become the highest escalation point for technical issues in America’s accounts to any onsite technical team and to any open ticket that cannot be resolved within the SLA
This role includes:
- America’s technical support resource planning and control
- Processes implementation and improvement
- Technical coaching and Knowledge management
- Supporting sales activities
General Professional Requirements
• Manages, leads, coordinates and directs a Deployment/Support team of Engineers for product implementation, integration, enhancement, and support
• SLM
• Develops training plans and staff, performs personnel reviews, and fosters an environment of continuous improvement
• Understanding the customer's business goals and MIG technical challenges to provide technical resolution
• Performs a variety of complicated tasks simultaneously
• A wide degree of creativity and latitude is expected
Management and General Leadership Skills:
• Highly organized, detail-oriented (attention to details) and process orientated – systemic thinking and analytical rigor with regard to organization process, organizational tools and systems
• Ability to prioritize tasks, manage time effectively, and meet deadlines
• Expertise in a variety of the field's concepts, practices, and procedures
• Experience in a Customer Support/Service management role within the Telecommunications sector – Experience in managing resources
• High energy, creativity, resourcefulness and entrepreneurial spirit – Initiative and drive, willingness to roll up sleeves to do what needs to get done
• Demonstrated experience leading and working effectively with cross functional teams
• Effectively interfaces with customers directly or indirectly to handle their requests
• Solid prioritization, trouble shooting capabilities, problem resolutions and some project management skills required
Customer Satisfaction:
• Improves service levels – Works with business leaders to enact changes in the environment and process
• Vision and ability to see the future for what the role will involve and assist in setting strategic direction for our business
• Passion and commitment to the mission
• Contributes significantly to customer satisfaction.
• Interfaces with the customer and project manager to complete assigned task
• Responsible for opening lines of communication, monitors customer problems, and ensures effective resolution
• Schedule resources, including requisitions management, and communicate with project managers, consultants, and other departments
• Serve as department representative for business function, management, and executive meetings and conference calls
Communication Skills:
- Communicate effectively with customers, peers and subordinates – Clearly communicate company objectives so both management and staff are well informed.
- Produce written documents related to his/her work
- Identify appropriate internal and/or external resources to solve problems
- Effectively escalate through appropriate channels – “knows how to make things happen”
Technical Skills:
- Responsible for 7 x 24 response to systems issues and viewed as part of a service oriented team.
- Maintain knowledge through communications with other company departments
- Proficient in UNIX/Linux System Administration
- Proficient in TCP/IP networking
- Familiar in mobile network technologies
- Knowledgeable in customer support processes and tooling
- Expanding our client’s overall technical support capacity, improving efficiency and quality of service.
- Become the highest escalation point for technical issues in America’s accounts to any onsite technical team and to any open ticket that cannot be resolved within the SLA
This role includes:
- America’s technical support resource planning and control
- Processes implementation and improvement
- Technical coaching and Knowledge management
- Supporting sales activities
General Professional Requirements
• Manages, leads, coordinates and directs a Deployment/Support team of Engineers for product implementation, integration, enhancement, and support
• SLM
• Develops training plans and staff, performs personnel reviews, and fosters an environment of continuous improvement
• Understanding the customer's business goals and MIG technical challenges to provide technical resolution
• Performs a variety of complicated tasks simultaneously
• A wide degree of creativity and latitude is expected
Management and General Leadership Skills:
• Highly organized, detail-oriented (attention to details) and process orientated – systemic thinking and analytical rigor with regard to organization process, organizational tools and systems
• Ability to prioritize tasks, manage time effectively, and meet deadlines
• Expertise in a variety of the field's concepts, practices, and procedures
• Experience in a Customer Support/Service management role within the Telecommunications sector – Experience in managing resources
• High energy, creativity, resourcefulness and entrepreneurial spirit – Initiative and drive, willingness to roll up sleeves to do what needs to get done
• Demonstrated experience leading and working effectively with cross functional teams
• Effectively interfaces with customers directly or indirectly to handle their requests
• Solid prioritization, trouble shooting capabilities, problem resolutions and some project management skills required
Customer Satisfaction:
• Improves service levels – Works with business leaders to enact changes in the environment and process
• Vision and ability to see the future for what the role will involve and assist in setting strategic direction for our business
• Passion and commitment to the mission
• Contributes significantly to customer satisfaction.
• Interfaces with the customer and project manager to complete assigned task
• Responsible for opening lines of communication, monitors customer problems, and ensures effective resolution
• Schedule resources, including requisitions management, and communicate with project managers, consultants, and other departments
• Serve as department representative for business function, management, and executive meetings and conference calls
Communication Skills:
- Communicate effectively with customers, peers and subordinates – Clearly communicate company objectives so both management and staff are well informed.
- Produce written documents related to his/her work
- Identify appropriate internal and/or external resources to solve problems
- Effectively escalate through appropriate channels – “knows how to make things happen”
Technical Skills:
- Responsible for 7 x 24 response to systems issues and viewed as part of a service oriented team.
- Maintain knowledge through communications with other company departments
- Proficient in UNIX/Linux System Administration
- Proficient in TCP/IP networking
- Familiar in mobile network technologies
- Knowledgeable in customer support processes and tooling
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