Job Description
Job purpose summary: Managing the US Support team. Focusing on the Regional key accounts in the US and working closely with both clients and sales to ensure the best possible support experience.
Reports to: Head of Customer Support
Lead, manage and develop the US support team Ensure that department KPI's are tracked and met
- Work with local targets and priorities for the US market
- Escalation contact for US client issues and tickets from sales and/or customers
- Assigning team members to short, or long-term client focus initiatives
- Drive suggestions and improvements to tools and processes
- Regular review of team and individual performance
- Plan and perform training sessions with the team
- Ability to keep multiple tasks active at once
- Natural understanding of customer experience and seeing the client's perspective
- Proven track record of building documentation and processes
- Excellent communicational skills
- Good educational skills
- People's person that can motivate and elevate performance of others
Job Qualifications and profile of the preferred candidate
- Engineering degree in telecommunications or equivalent technical experience
- A minimum of 5 years' experience of:
- a people/team management position - preferably within a telecom related company - comprising goal setting and development/growth talks, KPIs, 1:1's, etc
- interacting with and influencing corporate stakeholders and Enterprise customers
- knowledge of telecommunications, networking, and Internet Protocol essentials
- Working knowledge of mobile devices and web protocols (SMPP, HTTP, XML, REST)
- You will have excellent (English language) communication skills - written and spoken
- Proven ability to meet tight deadlines and take on multiple assignments
- Exposure to Atlassian solutions (jira, confluence) or other customer support ticketing and knowledge management systems an advantage
- Exposure to business intelligence / big data reporting tools (e.g., tableau, business objects).
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. The employer reserves the right to change or assign other duties to this position in case the assignments of the group or department are being changed.
Date Posted
12/23/2022
Views
7
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