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Manager, Tier 1 Customer Support Plateau Systems
THIS JOB HAS EXPIRED
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:
Resolve issues for escalated customers
Maintain and track attendance records
Create and montior support metrics and timeframes
Create and implement policies, procedures, and processes
Assign job duties to Support Representatives
Assist with the training of newly hired employees as well as with ongoing training
Maintain schedules for employees
Develop ongoing relationships with other departments
Represent company at trade shows, conferences, seminars and recruitment activities when and where appropriate
Work with other departments to resolve issues
Plan, coordinate and facilitate team activities to improve morale
Attend client hand-off meetings with Professional Service Organization at the conclusion of implementation
Maintain Test environment (hardware and software), Evaluation Site (hardware and software) and FTP Site (hardware and software)
Create, post and distribute proactive communications as needed
Administer and update CRM software
Administer, develop, and update support web site as it pertains to Tier 1 customers
Required qualifications:
Five (5) or more years experience working in a direct-contact inbound call center
Degree in Computer Science or Information Management, Vendor certifications (MSCE, Oracle DBA, etc.) or equivalent experience
Plus two (2) or more years in progressively responsible 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
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
Superior communication skills both written and verbal
Five (5) years in progressively responsible customer support positions, in support of larger, enterprise-level applications
Strongly preferred experience in the use and configuration of Application and Web Servers (BEA Weblogic, IBM WebSphere, Oracle 9iAS, IIS, etc)Preferred experience developing Java and J2EE applications
Excellent understanding of JSPs, Servlets and EJBs and ability to troubleshoot production issues.
Good understanding of the fundamentals of RDBMS principles and working knowledge of the Oracle database.
Provide weekly, monthly, and yearly metrics to upper management and customers (when required via contractual language)
Maintain and foster vendor relationships
Promote and maintain a high quality, professional, service oriented company image
Must be able to pass and hold security clearance
| Location: | 4401 Wilson Boulevard Suite 400 Arlington, VA 22203 United States |
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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 |
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