Customer Technical Support Manager

Managing the Customer Support team in North America (NA). The team consist of dedicated customer support professionals (SAMs) focusing on the regional key accounts (Enterprises) in the North America region. The Customer Support Manager will work closely with both customers and sales to ensure the best possible support experience.

The Customer Support Manager will participate in the extended Operations leadership team and in the North America regional leadership team to represent Customer Support.

Reports to: Director and Head of Global Customer Support

Location: Atlanta office

Key responsibilities Lead, manage and develop the NA support team

• Assessing support statistics and preparing detailed reports on the findings.
• Work with local targets and priorities for the NA region
• Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• 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, and delivering performance evaluations
• Informing the team of all new information related to products, procedures, and trends.
• Evaluate, plan, and oversee training sessions with the team
• Interviewing and hiring new employees.
• 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
• Excellent problem-solving skills

Key competence

Job Qualifications and profile of the preferred candidate

• Engineering degree in IT and/or telecommunications or equivalent technical experience

• Proven experience as a customer support specialist, preferably within a similar environment.

• A minimum of 7+ years' experience of:
  • a people/team management position - preferably within an IT or 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)