Check with seller Customer Service Technical Manager Waltham

  • Location: Waltham, Massachusetts, United States


Job Description

Reporting directly to the VP, Customer Support, you will provide leadership to a team of technical and functional customer support engineers. The team provides complex problem-analysis, diagnosis, and resolution, working together with consultants, clients, and internal development teams.

Your responsibilities :

Ticket Management: play the role of gatekeeper for inflow of tickets from customer, by assigning tickets to the right customer support engineers in your team, prioritising tickets by customer and severity level.
People management: develop, coach and mentor the team. Cascade the Support function objectives to the team members. Create structured development plans for your team, conduct regular individual review sessions and perform appraisals. Work closely with the Global Support Training Manager to ensure the team training needs are met and delivered.
Customer management: ensure customers are kept up to date on the progress of their tickets. Host support calls with key customers, and lead meetings with internal stakeholders to ensure the tickets get resolved in accordance with internal SLA’s
Continuous improvement: look to continuously improve the Support process, and the engagement with customers and business functions.
Provide management reporting to the management team.
Escalation point: handle escalations from customers and business functions with empathy and professionalism.
Interface with Customers, Product Managers, technical and functional implementation teams which include Application Developers, System Integrators, Database Administrators, System Administrators, Analysts and Consulting professionals

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