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Manages a team or unit of technical customer support staff that respond to requests from customers by phone, e-mail, or chat. Provides mentoring, leadership, and organization to supervisors and teams. Implements processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Makes recommendations for changes to products or services based on customer feedback and requests. Coordinates across functions to support future produ more...
Supervises a technical support team that respond to requests from customers by phone, e-mail, or chat. Manages the daily workload to ensure required service volume and quality levels are attained. Trains staff in products, features, standard policies, and best practices. Identifies opportunities for operational improvements and implements solutions. Monitors queues, response times, and staff performance. Responds to escalated issues to develop and communicate solutions for complex or critical issues. Has a high level and up to date knowledge of products. Typically requires a bachelor's degree more...
The At Risk Customer Support Manager takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Manages all customer retention activities. Being an At Risk Customer Support Manager is responsible for leading a team of retention members. Maintains industry relationships and develops budgets and controls costs. In addition, At Risk Customer Support Manager requires a bachelor's degree in area of specialty. Typically reports to head of a unit/department. The At Risk Customer Support Manager manages subordinate staff in the day-to-day more...
Manages an organization's technical customer support policies, objectives, and initiatives. Provides mentoring, leadership, and organization to managers and supervisors. Oversees the creation and implementation of processes that maximize efficiency and meet or exceed service quality and customer satisfaction goals. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Makes recommendations for changes to products or services based on customer feedback and requests. Engages in resource planning and decision-making. more...
The Customer Support Services Manager establish efficient and balanced work flows that maximize efficiency and produce high levels of service quality and customer satisfaction. Manages a team or unit of customer service representatives and ensures service levels are met or exceeded. Being a Customer Support Services Manager make recommendations for changes to products or services based on customer feedback and requests. Monitor and measure service metrics and utilize to develop standards, improvements, or changes to process. In addition, Customer Support Services Manager typically requires a b more...
The Field Customer Support Manager oversees the scheduling and training of field service representatives. Manages the field service personnel who perform on-site routine services including installation, maintenance, and repair. Being a Field Customer Support Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Handles service contracts and directs support services. In addition, Field Customer Support Manager ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed. Typically requires a bachelo more...
Directs the day-to-day operations of the customer success team focused on providing customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and that will drive sales and increased revenue. Implements strategies and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and that promote retention. Ensures that onboarding processes are precisely executed to build a strong customer relationship foundation. Collects and responds t more...
Leads a team that provides technical customer support for an organization's products and services. Acts as first level escalation point for more complex or critical customer issues and inquiries. Possesses broad knowledge of the organization's products and services, and extensive experience handling customer inquiries. Mentors and coaches team on troubleshooting, solution development, and customer communication best practices. Monitors work queues to ensure adequate coverage and to meet service level standards. May require a bachelor's degree or equivalent. Typically reports to a manager or he more...
Responds to and resolves customer technical inquiries and issues via e-mail, phone, or chat. Assists customers with installation and issue resolution. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Records client interactions, including inquiries, complaints, comments, and actions taken. Escalates more complex inquiries to a higher level team. Requires a bachelor's degree or equivalent. Typically reports to a manager or h more...
Responds to and resolves customer technical inquiries and issues via e-mail, phone, or chat. Assists customers with installation and issue resolution. Utilizes a database of technical product information to inform decisions and recommendations. Recommends maintenance and configuration best practices that improve product usability, performance, and customer satisfaction. Records client interactions, including inquiries, complaints, comments, and actions taken. Requires a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. Occasionally directed in severa more...
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