Customer Service Director
hace 4 días
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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