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Customer Care Lead Compusearch Software Systems
THIS JOB HAS EXPIRED
Job TypeFull-Time RegularJob Description
Responsibility:
The Compusearch Customer Care Lead provides direction, leadership and management of Compusearch?s Customer Care operations for all clients. The organization provides support for:
Central product help desk, including triage and functional support
Customer call lifecycle support from receipt through close-out
Efficient coordination with Technical/Hosting teams and Product Development teams
The Customer Care lead manages the help desk from strategy through tactical execution with a focus on providing exceptional responsiveness and pleasant experiences. The Customer Care lead will have leadership responsibilities of internal and client-facing activities and apply functional knowledge to be hands on as needed.
The Compusearch Customer Care lead will:
Evolve Compusearch client support practices with a focus on maturing the processes, procedures, and documentation.
Drive the implementation and recommendations for ongoing improvements that create significant efficiencies, maintain high customer service standards, and cost management
Manage Functional Support teams for Compusearch customers utilizing PRISM, FedConnect, and SpectrumCLM solutions.
Expedite and drive to conclusion critical client reported software issues. Serve as an escalation point to resolve customer and employee functional issues
Lead the recruitment, hiring, evaluating, training, retaining, and supervising staff
Document all Customer Care processes and procedures as needed
Experience:
A minimum of 15 years of professional experience with a minimum of 7 implementing enterprise systems in support of the business
Experience as a senior level company representative for clients
Demonstrated effective communication style consistent with the role of a business enabler
Able to work effectively and seamlessly across functional units
Experience in overseeing customer service and/or help desk of business applications
Experience managing organizations of up to 15 people
Skills and Abilities:
Must have excellent written and verbal communication skills
Strong leadership and supervisory skills
Strong analytical and problem-solving skills
Deep functional knowledge of PRISM
Knowledge of industry standards, such as ITIL
Physical Requirements: Qualified candidates will need to have the ability to move/traverse throughout work facility, be able to remain in a stationary position for significant amount of the work day, and communicate frequently with co-workers
| Location: | 21251 Ridgetop Circle Suite 100 Dulles, VA 20166 United States |
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THIS JOB HAS EXPIRED
Compusearch Software Systems
Investors: Carlyle Venture PartnersAll Jobs: at Compusearch Software Systems
| Web Site: | www.compusearch.com |
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| Headquarters: | 21251 Ridgetop Circle Suite 100 Dulles, VA 20166 United States |
| Industry: | Other |
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