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Customer Support Team Manager

Customer Support Team Manager

April 29, 2021 – By B9Creations

We are looking for a full-time Customer Support Team Manager who is independent, disciplined, caring, and excels at problem-solving, communicating, and building and leading a team of Support Specialist.

The Opportunity

You will:

  • Listen to the customer to properly solve technical issues.
    Systematically solve issues in a nimble manner, documenting steps taken in solving problems
    Advocate for the customer to direct concerns to proper departments through escalation pathways.
    Constantly be aware of opportunities to direct lead opportunities to Sales.
    Train and monitor the other members of the customer service team to look for up-sale opportunities.
    Help establish training systems for external organizations.
    Gather data and create reports on customer interactions to help spot trends.
    Document customer interactions in ticketing system. Interactions may be via e-mail, the ticketing system or phone conversations.
    Create Technical Documents (Instructions for Use, User’s Manuals, Quick Start Guides) as needed.
    Direct, Receive and Document RMA’s. Communicate with Accounting and Manufacturing to provide proper information to allow accurate billing of the customer for work done. Communicate with Engineering to solve problems and improve products.
  • And more.

 Full Job Description→

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