Customer Support Manager

Professional Alternatives

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Job ID#: 10385

Customer Support Manager – IT

Irving, TX

Salary and 10% Annual Bonus

Position Summary:

The Customer Support Manager is responsible for providing an outstanding customer experience to Law Enforcement Agencies (LEA), Law Enforcement Officers (LEO), Coordinators, and the LEA’s clients/Vendors/Businesses. This individual must adapt to change resulting from a fast-growing and successful company. Must fit culturally with our values and is honest, hard-working, self-starting, and a “thinker”.

 

Responsibilities:

  • Customer Support
    • Trusted technical advisor to Associates managing problems and questions
    • Resolves technical and business issues, and facilitating development by resolving cases without unnecessary escalation
    • Efficiently identify issues and provide solutions
    • Achieves high CSAT scores, Call Handle Times, SLAs
    • Assume ownership of Zendesk tickets within area of responsibility ensuring tickets are resolved and communicated
    • Manage associates, team currently growing.
  • Customer Service
    • Player/Coach for a team of associates who transact job placements for officers and businesses as a liaison between both parties
    • Assuming full accountability for placement and control of service needs
    • Design and manage relationship developments with customers
    • Organize the facilitation activities of scheduling, booking, canceling jobs
    • Communicate customer feedback and actively evaluate comments to drive continuous improvement
    • Maintain department KPIs
  • Skills and Experience
    • Present KPI results to upper management
    • Skilled, experienced troubleshooter of technical and business problems
    • Quick learner in a fast-paced environment
    • Must be able to pull reports (with a preference of having skills to build reports)
    • Use best practices to optimize/consolidate tool usage
    • Documents processes, procedures, and self-help documentation
    • Efficient, appropriate and timely in communications; both internally and with Customers
    • Excellent team player by effectively working across internal teams to resolve specific issues. Working with CX, Dev, Sales, Product, Marketing resources
  • Cultural Fit:
    • Deliver Results: bias for action, innovate, embrace change
  • Tools and Languages: Zendesk, HubSpot, Slack, Jira, SQL, Excel, Visio, Google tools

Desired Qualifications:

  • 5+ years of experience in technical/software service and support
  • Experience in managing multiple teams with different responsibilities
  • Understands and has practiced service/support methodologies
  • Strong written and oral communication skills
  • Ability to work independently efficiently and effectively
  • Ability to manage multiple time sensitive issues
  • Ability to adapt easily to a constant changing environment
  • Position can require overtime, non-standard schedules

 

Founded in 1998, Professional Alternatives is an award-winning recruiting and staffing agency that utilizes technology and relationships to deliver top talent. Connect with us today!

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