Manager - Customer Technical Assistance Center (CTAC) Education Networks of America
THIS JOB HAS EXPIRED
Join our dynamic Internet connectivity and communications company that values employee contributions to customer service excellence and business results, and invests in employees? skills and abilities. ENA, (Education Networks of America) Inc., named one of Tennessee?s Best Companies to Work For, seeks a Manager ? CTAC to join our dynamic, high performance team.
The Manager ? CTAC will provide management and leadership while supervising and coordinating the daily work efforts of the Customer Technical Assistance Center (CTAC) Customer Support Engineers and the team?s customer service and support processes. The CTAC CSE?s provide first point of contact technical assistance to our K-12 Education and Library customers across 10 states. The CSE?s provide 100% proactive notifications for outages and resolve over 90% of all inbound customer incidents during the initial contact.
The primary responsibilities of this job are to:
Manage the day to day department staffing to ensure coverage matches the predictive model created to match customer volumes. Recruit highly qualified individuals for open positions.
Perform employee one-on-one and yearly performance evaluations that focus on individual coaching and mentoring. Perform regular training assessments and identify needs to develop training plans for individuals and the team. Develop CTAC staff and capabilities through scheduled interaction and training sessions with technical workgroups to improve CTAC team?s skills as required to assume additional incident resolution responsibilities.
Actively engage in customer escalations from the entire organization. Actively lead Large Scale Service Impact activities and engage in problem management to prevent similar events. Engage vendors as needed to escalate timely and obtain accurate resolutions.
Ensure the team uses proper and thorough use of network monitoring tools, incident and problem management disciplines, incident escalation guidelines and notifications in partnership with the engineering teams. Ensure that CTAC hardware, software, and monitoring tools are operating at optimal levels.
Identify and work with CTAC management team to document operational procedures. Focus on continuous improvement of service management processes and resources to improve customer satisfaction. Manage the CTAC wiki to ensure documentation is clear and effectively communicated to team members. Track progress of documentation and its use by reporting to management the outcomes.
Collect, evaluate, and publish team and individual performance metrics from various systems. Assists Director with evaluating customer metrics, performance and evaluations. Assists with collecting data pertaining to events that will be used to create RCA documentation.
Other duties as assigned.
This position requires 4 years of customer service experience in a NOC or support center related environment associated with network/ISP as well as a minimum of 2 years? experience in a management or supervisory capacity. A Bachelors degree in related field is preferred. Candidate should have excellent knowledge of customer service practices and procedures as well as a keen understanding of what it takes to satisfy customers, motivate teams, and facilitate interaction among teams. In depth knowledge of networking with direct experience in dealing with carriers, customers, and remote operations teams also required. Ability to quickly diagnose network operation issues using common network tools is needed. This is a hands-on position; intimate knowledge of data center and carrier policies and procedures is required. Experience with Remedy ticket reporting system and ACD operations/functionality is preferred. CCNA or CCNP certifications are desirable. ITIL Foundations certification preferred or to be completed upon hire.
||1101 McGavock Street |
Nashville, TN 37203
THIS JOB HAS EXPIRED