Manager of Customer Support Movius Interactive Corporation
THIS JOB HAS EXPIRED GENERAL DESCRIPTION
Movius Interactive Corporation is seeking a Manager of Customer Support for the Service Delivery oganization. This position will be based out of our headquarters located Johns Creek, GA office. The ideal candidate will oversee the support of customers encountering problems using the company?s products. Supervise representatives that are answering customer inquiries, primarily over the telephone or e-mail. Establish and maintain systems that provide answers to common questions and problems. The Manager of Customer Support will be responsible for reporting new and/or recurring problems to design departments. Ensure representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. The ideal candidate must be a self-starter, a collaborator and synthesizer.
RESPONSIBILITIES AND DUTIES
Meet published SLA commitments to customers.
Support of CARE agreements.
Participation in Critical Customer Issues forums (identify and correct content).
Support Installation team technical issues.
Participate in customer meetings as required.
Participate in 24/7 escalation process.
Execute and adhere to all of the company?s ISO processes.
Participate when required in Core Product Team meeting to support product evolution.
Manage escalations to Engineering.
The ideal candidate with the following minimum qualifications will be considered:
Solid analytical and problem-solving abilities.
Excellent verbal and written communication skills; fluent in English. Bilingual is a plus.
Strong communication skills to synthesize complex issues and communicate in simple messages.
Proficiency with Microsoft Office Suite.
Excellent customer relationship skills.
Ability to identify and prioritize important tasks independently.
Strong management, communications, presentation and interpersonal skills.
Working knowledge of UNIX operating system.
Working knowledge of signaling protocols (SS7/CCS7, R1/R2).
Exposure to VoIP (SIP, MGCP) preferred.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
EDUCATION AND EXPERIENCE
Bachelor?s degree in Computer Science, Mathematics, Engineering or related experience.
Seven years? of support experience in telecommunications or a related field.
Knowledge of operating systems, networks, IP switching technology, IP protocols, routers, servers and applications required.
||Johns Creek, GA |
THIS JOB HAS EXPIRED