Customer Service Manager
hace 22 horas
**Description**:
**Description**
The Customer Service Manager works directly with some of our most critical and important clients. They are the technical representatives of the customer inside our organization. They have a close relationship with the assigned customers and their management companies. They make sure that all the customer’s request, and issues are proactively addressed by the operations organization.
**Responsibilities**
- Proactively monitors customers incidents and outages for escalations if necessary.
- Sets up triage troubleshooting calls with relevant technical resources to resolve issues.
- Acts as central point of contact for escalated issues after hours.
- Helps project management with customer specific projects.
- Helps sales in meetings and coordination.
- Sets up and leads daily meetings with OmniAccess leadership and key technical resources if we the customers have chronic issues that last multiple days.
- Communicates hourly to the customer and internal leadership on updates regarding major issues.
- Available after hours in the event the customer has a major issue.
- Follows up escalations and ensure they are quickly resolved.
- Generate monthly availability and SLA reports.
- Documents and instructs operations teams regarding specific customer processes and requirements when interacting with them.
- Arranges technical training for staff onboard.
- Works closely with sales counterpart and provides technical support during meetings with the customer.
- Makes sure customers have all necessary spare equipment onboard.
- Makes sure all customer information is up to date on all operations systems.
- Coordinates installation and integration of new services.
**Requirements**:
**Desired knowledge and skills**
- Excellent people skills.
- Strong communication and influencing skills.
- Ability to interact and communicate effectively with technical and non-technical personnel, including individual contributors up to the senior most executives in the organization.
- Native or near native English speaker.
- Experience leading resources or project management a plus.
- Experience with VSAT equipment
**Experience with and knowledge**
- Bachelor's degree in computer science, engineering, or relevant work experience.
- 3+ Years’ experience with VSAT and/or LAN/WAN/WLAN network systems a big plus.
**Desired qualifications**
- Experience with Cisco Networking and certifications a plus.
- GVF VSAT Certifications a Plus.
**Desired attitudes**
- Excellent communicator able to communicate clearly and concise.
- Is a positive person.
- Can work under pressure.
- Organized and disciplined, able to work with complexity and uncertainty.
- Willing to add her/his views and ideas inside a diverse group that wants always to improve.
- Able to get others that do not report directly to assist with issues and requests.
- Feels accountable for the work and the results done by you and the teams.
- Stays with the problem until is solved.
- Does what it takes to help the customer.
- Takes care of others as part of the overall OmniAccess team.
**We offer**
- Be part of a very technical and dynamic team always interested on improving customer service and employee satisfaction and where engineering excellence is a must
- Continuous training and possibilities for further growth as the company expands.
- Be part of an international team from different backgrounds that appreciates diversity and is based in a Technology Business Park in Palma de Mallorca.
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