Customer Service Director

hace 4 días


Palma, Baleares, España Omniaccess A tiempo completo

Job Description: Customer Service Manager

Key Responsibilities:

  • Proactively monitor and address customer incidents and outages, escalating issues as necessary.
  • Lead triage troubleshooting calls with technical resources to resolve customer issues.
  • Act as central point of contact for after-hours escalated issues.
  • Collaborate with project management on customer-specific projects.
  • Support sales teams in meetings and coordination.
  • Establish and lead daily meetings with leadership and technical resources for chronic customer issues.
  • Communicate hourly updates to customers and internal leadership on major issues.
  • Be available after hours for major customer issues.
  • Follow up on escalations to ensure timely resolution.
  • Generate monthly availability and SLA reports.
  • Document and instruct operations teams on customer processes and requirements.
  • Arrange technical training for staff onboarding.
  • Work closely with sales counterparts and provide technical support during customer meetings.
  • Maintain customer information up-to-date on operations systems.
  • Coordinate installation and integration of new services.

Requirements:

  • Native or near-native English speaker.
  • Excellent people skills and strong communication and influencing skills.
  • Ability to interact and communicate effectively with technical and non-technical personnel.
  • Bachelor's degree in computer science, engineering, or relevant work experience.
  • 3+ years' experience with VSAT and/or LAN/WAN/WLAN network systems.
  • Desired qualifications: experience with Cisco Networking and certifications, GVF VSAT Certifications.


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