Manager, Technical Support Boingo Wireless
THIS JOB HAS EXPIRED PERFORMANCE PROFILE:
We have a need for a dynamic, forward-thinking manager who create and manage the Tech Support group at Boingo Broadband. Boingo Broadband offers high-speed wifi and wireless IPTV service to military personnel in their dorms/barracks across the country and the world. In order to ensure that we deliver the best service possible, we need a group that can handle customer service issues that our regular customer service cannot. The Tech Support group will take customer escalations, analyze the problem, and then control the dispatch of the tickets to our NOC, network engineering and/or field engineers. The group will then communicate back to our customer service group and/or the customer directly.
? Provide technical support for all Boingo Broadband products and services
? Support internal customers (customer service, NOC, network engineering, and Field Engineers) in a professional manner; resolve complaints successfully in accordance with established guidelines. Inform management of all unresolved complaints
? Work with Network Engineering, Customer Service, the NOC and Field Engineers to investigate, assess, and resolve issues
? Review pending open customer service tickets to analyze and recognize network-related issues (vs. individual customer issues). Group customer trouble reports accordingly, escalate to Network Engineering and/or NOC, and dispatch Field Engineering personnel to resolve network issues.
? Coordinate effectively with other departments as needed and document activities
? Develop and manage an effective Field Engineering dispatch system that allocates Field Engineer time and effort effectively and efficiently, and resolves customer complaints quickly and completely
? Develop and implement best practices in Tech Support Lifecycle Process, procedures, business rules, tools and reporting requirements
? Develop and implement Tech Support KPIs/SLA?s and manage and monitor to them on a daily, weekly, monthly and quarterly basis.
? Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards
? Provide information regarding products and services, and respond to other types of inquiries
? Provide outstanding customer service following all established guidelines, policies, and procedures
? Strong analytical and problem solving skills are essential.
? Knowledge of the suite of Internet protocols, including TCP/IP, DNS, WiFi, point-to-point wireless radio links, DHCP, networks and LANs, and basic switching protocols
? Analyze customer history data to determine which solutions have been tried and provide alternative recommendations.
? May perform other related duties and responsibilities as assigned and/or required.
? Minimum of BS degree or 10+ years tech support and management experience
? 10 years of experience working in a fast paced customer support environment requiring heavy telephone, e-mail, and/or face-to-face interaction; or equivalent combination of education and experience.
? 5 years of experience with broadband product (video and/or data) technical support.
? Proven management and leadership capabilities
? Must have strong verbal and written communication skills, good basic math, and organizational and problem solving skills with consistent accuracy, strong initiative and ability to work without close supervision.
? Must possess strong analytical skills, ability to create reports and track data.
? Must have demonstrated ability to project a positive, professional company image and proven ability to promote positive customer relations and working relationships on a consistent basis.
? Ability to communicate effectively with all levels of the Boingo Wireless organization.
? Ability to work flexible hours, as required, is essential. Hours may include evenings, and weekends
||10960 Wilshire Boulevard |
Los Angeles, CA 90024
THIS JOB HAS EXPIRED