Arlington Categories:
GSO-CSO-002-10-21-09 Manager, Tier I Support Plateau Systems
THIS JOB HAS EXPIRED
CareersGSO-CSO-002-10-21-09 Manager, Tier I Support
Organization/Department: Global Services/Customer Services
Reports to: VP Customer Support
Description:
Plateau is seeking a Manager, Tier 1 Customer Support.
Primary responsibility is to attend to the day-to-day operation of the Tier 1 Customer Support contact center. Will ensure that the support representatives are doing the jobs that have been assigned to them. The manager assists with the creation of policies and procedures, the definition of customer support metrics and timeframes, in charge of training new hires and maintaining the knowledge of the existing personnel. This position requires high-level knowledge of enterprise-level applications, database implementations and networks. Requires a working knowledge of contact centers and how they are run. Must be able to communicate effectively with both internal and external clients and work independently with minimal supervision.
Job Duties include:
o Resolve issues for escalated customers
o Maintain and track attendance records
o Create and monitor support metrics and timeframes
o Create and implement policies, procedures and processes
o Assign job duties to Support Representatives
o Assist with the training of newly hired employees as well as with ongoing training
o Maintain schedules for employees
o Develop ongoing relationships with other departments
o Represents company at trade shows, conferences, seminars and recruitment activities when and where appropriate
o Works with other departments to resolve issues
o Plan, coordinate and facilitate team activities to improve morale
o Attend client hand-off meetings with Professional Service Organization at the conclusion of implementation
o Maintain Test environment (hardware and software), Evaluation Site (hardware and software) and FTP Site (hardware and software)
o Create, post and distribute proactive communications as needed
o Administer and Update CRM software
o Administer, develop, and update support web site as it pertains to Tier 1 customers
Required Qualifications:
o Five (5) or more years experience working in a direct-contact inbound call center
o Degree in Computer Science or Information Management, Vendor certifications (MSCE, Oracle DBA, etc.) or equivalent experience
o Preferred experience performing any or all of the following: Oracle database management, network installation and troubleshooting, Web server installation and troubleshooting, support of large, enterprise-level applications---strongly preferred
o Experience with at least one major CRM application (Right Now Technologies, Remedy, Pivotal, etc.)Experience with major ACD system (Nortel, Lucent, 3Com, etc. Nortel) preferred
o Superior communication skills both written and verbal
o Five (5) years in progressively responsible customer support positions, in support of larger, enterprise-level applications
o Provide weekly, monthly, and yearly metrics to upper management and customers (when required via contractual language)
o Maintain and foster vendor relationships
o Promote and maintain a high quality, professional, service oriented company image
o Must be able to pass and hold security clearance.
| Location: | 4401 Wilson Boulevard Suite 400 Arlington, VA 22203 United States |
|---|
THIS JOB HAS EXPIRED
Plateau Systems
Investors: EuclidSR Partners, Morgan Stanley Venture PartnersAll Jobs: at Plateau Systems
| Web Site: | www.plateau.com |
|---|---|
| Headquarters: | 4401 Wilson Boulevard Suite 400 Arlington, VA 22203 United States |
| Industry: | Consumer Products and Services |
