Customer Service Director
hace 2 días
Omnipresent Support for Clients at OmniAccess
We are seeking a skilled Customer Service Director to build lasting relationships with our esteemed clients. This role demands exceptional technical knowledge, excellent communication skills, and the ability to work closely with internal teams to ensure seamless customer experiences.
About the Position
Salary: $80,000 - $110,000 per annum
This is an exciting opportunity for a talented Technical Liaison Manager to join our team at OmniAccess. As the primary point of contact for critical clients, you will be responsible for resolving complex issues, leading daily meetings, and providing expert technical guidance to ensure optimal client satisfaction.
Responsibilities
1. Proactively monitor and address customer incidents and outages, escalating as necessary.
2. Conduct thorough troubleshooting calls with technical resources to resolve issues efficiently.
3. Serve as the central point of contact for escalated issues outside regular working hours.
4. Collaborate with project management on customer-specific projects and sales in meeting coordination.
5. Organize and lead daily meetings with OmniAccess leadership and key technical resources for chronic issue resolution.
6. Maintain open communication with customers and internal stakeholders regarding major issues.
7. Provide after-hours support for critical customer concerns.
8. Ensure timely follow-up and resolution of escalated issues.
9. Generate monthly reports on availability and SLA metrics.
10. Document and instruct operations teams on customer-specific processes and requirements.
Requirements
1. Excellent people skills with strong communication and influencing abilities.
2. Ability to interact effectively with both technical and non-technical personnel.
3. Native or near-native English language proficiency.
4. Experience leading resources or project management (a plus).
5. Familiarity with VSAT equipment and LAN/WAN/WLAN network systems (a plus).
6. Bachelor's degree in computer science, engineering, or relevant field (required).
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