Technical Support Manager GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5star Urgent Response, The Responder, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Walmart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
We are dedicated to delivering a superior service experience to each of our customers, whether external or internal. The team offers 24/7 service support on a wide range of issues from technical support and general billing to financial services. In alignment with our company?s core values, we strive to achieve this while always keeping quality, controlled growth, and cost saving measures in mind.
About the Job
The position is responsible for management of the day to day operations of the Technical Support department. The successful candidate must be a highly motivated self starter with strong technical and problem solving skills. The Manager of Technical Support is responsible for developing, implementing and improving customer service to external & internal customers throughout the organization.
Manages staff and personnel which include hiring, performance management, initiating corrective and/or disciplinary actions, development, training and succession planning.
Manage day-to-day operation and maintain established support levels.
Monitors team and individual performance against related key performance metrics and responsibilities.
Works to ensure that customer satisfaction is always the highest priority.
Prioritize and balance departmental tasks and projects while keeping organized, and maintaining quality.
Work collaboratively with call center management to help ensure action plans are implemented quickly and appropriately to address areas identified as needing improvement.
Ensure alignment across the organization to assist with the development and implementation of standard launch & support processes.
Develop and maintain ACD queues for specialized inbound/outbound groups or programs.
Monitors trend reports to detect problems or trends related to products & services.
Assists with defining, communicating and managing resolution plans as they pertain to Technical Support.
Develop, lead, and participate in team and departmental tasks, projects and deployments.
Ensure compliance with Internal/external Service Level Agreements.
Ability to work non-standard hours (including weekends and holidays).
Manage and performs other technical duties and projects as assigned.
Experience: Minimum of four (4) years of supervisory or management experience in a call center or technical support department to include managing performance, attendance, projects and/or multiple priorities required.
Advanced knowledge of Microsoft Office applications
Exceptional interpersonal, oral, and written communication skills
Must be able to communicate in a positive, assertive, and effective manner across all levels
Ability to maintain composure, transparency, and positive attitude under pressure
Excellent project management action-oriented skills
Excellent problem solving skills
Five (5) years of technical support supervisory or management experience
Three (3) years of experience within the wireless or telecommunications industry
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced, dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Carlsbad, CA |
THIS JOB HAS EXPIRED