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Customer Support Manager Liaison Technologies
THIS JOB HAS EXPIRED
The Customer Support Manager will report to the VP of Customer Operations and will lead the Customer Support team in our Carbondale office. The team interfaces with external customers regarding both externally and internally initiated issues. The team also provides for the efficient escalation and tracking of issues assigned to other Liaison teams. The Customer Support Manager will be responsible for maintaining 24X7 on-call response procedures for both client and system related alerts. The Customer Support Manager is also ultimately responsible for creating and maintaining all support process documentation, issue tracking procedures, ticketing system integrity, SLA monitoring and monthly reporting procedures. Manager ensures appropriate staffing levels and that work schedules are maintained in order to resolve and or escalate issues according to established SLAs.The ideal candidate will have had previous experience in a management role for a software and/or services company leading a 24x7 support organization. The Customer Service Manager is responsible for overall team performance and adherence to customer support/service policies, strategies, objectives, and goals along with overall customer satisfaction, successful handling of escalation issues, and the supervision and professional development of assigned staff. The Customer Service Manager also engages with Managed Services, Development, Sales, Marketing, and other business leaders to provide feedback and statuses on product/program initiatives and customer escalations as necessary.
Responsibilities
Manages support staff and updates goals and performance information as required
Prepares and delivers performance reviews and makes salary recommendations in a timely manner.
Participates in strategic department planning and manages projects consistent with these plans.
Assists in the development of new policies and procedures as needed and communicates to/with team(s), as appropriate.
Ensures team members are informed of all department news, issues, policies, procedures, product information, technical information, training opportunities, etc.
Discovers and implements tools, information and workflows that increase overall productivity and customer satisfaction and loyalty.
Interacts with various professional/managed service, engineering and operations teams to coordinate bug reporting, fixes, and milestones.
Is impartial in all dealings with fellow workers in all areas of the company
Supports all of Liaison?s services and customers. Maintains a working knowledge of all Liaison products and processes.
Acts as key communications point for customer and internal issues responses
Co-owns Liaison Change Control processes in coordination with other Customer Support management
Evaluates and prioritizes incoming phone queues and ticketing systems to determine personnel needs.
Writes and implements policy and procedures in coordination with other Customer Support management.
Monitors systems alerts for urgency and escalates as needed
Leads meetings to update and inform Customer Support Analysts on all shifts
Handles problem recognition, research, isolation, resolution and follow-up for routine customer issues, as well as resolving more complex matters with programming staff
Assists with the more complicated communications issues customers are having
Focus will be on developing the CS staff to enable them to continue to learn and grow
Attends meetings as required and assumes responsibility for seeking information of any missed meeting
Coordinates and executes team events to increase morale and communication
Other duties may be assigned
Maintains monthly reporting process, issue ticketing system, and knowledge base to improve efficiency, enforce standards and facilitate metrics collection
Responsible for ensuring customer support metrics are achieved each month, and when necessary, submits corrective action plans to ensure they are achieved.
Helps evaluate, recommend, implement, and maintain customer support and service applications and tools.
Streamlines and automates processes that improve customer satisfaction, customer loyalty, and drive operational efficiencies.
Project Manages the Net Promoter Score program
Prepares appropriate status reports to customers and Liaison management, as appropriate and required
Ensures that appropriate disciplinary actions are taken in a timely manner and executes policies, as appropriate.
Intercedes in day-to-day workflow to act as an intermediary when conflict arises.
Demonstrates initiative and a drive toward superior customer loyalty and service. ?Customer first? viewpoint a must.
Interacts comfortably with all levels of management personnel.
Assists team members in problem evaluation and resolution; assists in analysis of situations and make recommendations regarding actions to be taken.
Keeps senior management informed of potential customer problems; when necessary, escalates customer problems to Vice President of Customer Success and other Liaison departments/teams for assistance in resolving the problem and/or dealing with the customer.
Hires staff according to approved strategy and budget
Trains new hires in Policy and Procedure as well as technical skills on various services
Additional Required Skills
Communicates effectively via email and phone with global customers and staff
Ability to read, analyze and interpret common technical journals, and documents using the English language.
Ability to respond to sensitive inquiries or complaints from customers
Ability to document nature of inquiries and problems encountered
Ability to effectively present information to customers and peers
Ability to apply common sense understanding to carry out complex instructions provided in written, oral, or diagram form
Ability to multi task and manage multiple projects and priorities
Demonstrated experience developing and documenting support procedures, managing on call schedules and successfully interfacing with clients regarding complex technical issues
Knowledge of typical enterprise network configurations and environments
Excellent teamwork, communication and interpersonal skills
Outstanding problem solving and analysis skills
Excellent customer service attitude.
Proven managerial ability in a 24x7 on call rotation schedule.
Preferred Technical Skills
Experience working with at least one major Operating System: (Unix, Linux, Microsoft Windows ? 2003, XP, Vista, 7, 2008, 2008 R2 Client or Server)
Experience working with at least one major Relational Database: (MSSQL, MySQL, Oracle)
Experience working with Network Infrastructures, Networking Technologies, Firewalls, Routers, Switches, Proxy Server, TCP/IP, LAN, WAN
Good understanding in principles and implementation of the following Communication Protocols: (E-mail (AS1), Http (AS2), FTPS (AS3), SMTP, SSL, BiSync, Async, PGP, VPN)
Understanding of structure and experience working with at least two Data Formats: (XML, XSLT, EDI, X12, EDIFACT, TRADACOMS, ODETTE, Flat File, UCCNET)
Experience working with Data Translation software supporting data mapping and transformation processes
Additional Information
Bachelor's degree (B. S.) from four-year College or University and five or more years related experience and/or training; or equivalent combination of education and experience
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. Specific vision abilities required by this job include close vision.
The noise level in the work environment is usually moderate.
| Location: | Carbondale, IL United States |
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THIS JOB HAS EXPIRED
Liaison Technologies
Proven in production around the world, Liaison Technologies software and services readily scale across heterogeneous enterprise environments, including legacy systems, and offer unified visibility for improved analysis, decision support and operational efficiency. Our solutions and support have established a new standard of quality for the industry, and are trusted by the world's most demanding organizations to exchange and protect billions of payment card transactions, all manner of sensitive and regulated data and business-critical file transfers.
Profitable Investors: Noro-Moseley Partners, UPS Strategic Enterprise Fund
All Jobs: at Liaison Technologies
| Web Site: | liaison.com |
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| Headquarters: | 3157 Royal Drive Suite 200 Atlanta, GA 30022 United States |
| Employees: | 41-100 |
| Industry: | Software |
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