Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the incident management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates support service improvement projects and proactive support initiatives. Provides recommendations to next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements basic operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
US Citizenship required and must be able to obtain Public Trust Clearance and/or any other clearances required by our client(s)
Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy: Supervises a team serving as points of contact and resolving incoming service requests, manages the operation of customer service delivery to ensure timely and effective solutions for an operational team, and/or builds customer relationships. Serves as point of escalation for unresolved and/or difficult customer inquiries. Monitors the incident management process within a team to identify and address gaps in incident resolution and support processes to enhance efficiency. Supervises team members to prepare training for new product releases or functionality and contributes feedback to the team to meet desired goals of providing excellent technical customer support, ensuring resolution of customer technical and/or non-technical inquiries across multiple systems or products in a timely manner. Reviews customer feedback through user group meetings and/or outreach programs and follows up on survey results as needed. Technical Support and Solution Delivery-Technical Problem-Solving and Resolution: Reviews and prioritizes escalated service issues and customer complaints, owning the escalated service request through resolution and escalating to leadership team as needed. Engages with relevant groups to resource expertise for customer escalation requests and develops an immediate action plan for resolution, guiding junior team members through the resolution request and/or on escalated issues by leveraging senior staff. Promotes collaboration with other technical teams in resolving complex customer technical issues to ensure complete resolution in a timely manner. Technical Support and Solution Delivery-Technical Support Documentation: Supervises team efforts in producing documentation, reviewing service-related documentation and continuing to build and evolve Knowledge Base for customer technical support. Supports the expansion of Knowledge Base to enhance customer technical support and overall user experience. Technical Proficiency and Support Enhancement-Technical Support Collaboration: Escalates identified issues or bugs in products or infrastructure to Quality Assurance and Development teams for resolution. Coordinates with cross-functional teams on product enhancement initiatives, providing feedback on key customer pain points. Technical Proficiency and Support Enhancement-Technical Support Improvement: Supervises team to follow established processes and recommends process improvements to enhance team efficiency and effectiveness. Fosters collaboration with cross-functional teams on business problems or improvement opportunities. Facilitates support service improvement projects and proactive support initiatives that help drive customer satisfaction and internal success and reduce customer-impacting events. Strategic Planning: Contributes to resource planning, under direction of next-level manager.
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Provides recommendations to next-level management on product, process, and customer experience improvements. Performance Monitoring and Management-Performance Monitoring and Management: Monitors and evaluates key metrics to ensure the team meets desired goals of providing excellent technical customer support and resolving service requests, and implements basic operational and procedural changes within the team for continuous products and services improvements. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
Additional Responsibilities (as needed)
- Service Translation:
- Manages translation services for technical and non-technical inquiries for products and services.
- Coordinates resourcing to assist with testing on translation tools.
Core Responsibilities Planning & Execution: Manages and coordinates team tasks, projects, and/or initiatives, monitoring timelines and budgets when applicable to ensure timely completion and adherence to requirements. Delegates work to team members, identifies resource needs, and makes adjustments based on changing priorities. Collaboration & Partnership: Builds partnerships within and across teams to ensure alignment on expectations and achieve shared goals. Encourages team members to build understanding of business, stakeholder, and/or customer needs to support effective collaboration. Actively listens and asks questions to understand others' perspectives. Problem Solving: Helps team identify and address operational and/or technical issues, escalating problems to senior staff as needed in accordance with standard procedures. Compiles and reviews data and/or information from multiple sources and provides direction to team on troubleshooting standard and non-standard errors. Continuous Learning: Pursues learning opportunities for self and team to build expertise in relevant areas and stay up-to-date on industry trends and best practices. Applies feedback and participates in training to improve skills and foster professional growth. Identifies and addresses skill gaps within the team to foster learning and knowledge sharing opportunities. Continuous Improvement: Evaluates team processes and workflows, suggesting practical changes to improve efficiency and effectiveness. Seeks input from team members on alternative approaches and encourages sharing ideas to implement effective solutions. Performance and Development: Monitors and provides feedback on team member's performance according to processes, guidelines, and expectations. Facilitates goal setting discussions with team members, ensuring individual goals are aligned with broader team goals. Identifies development opportunities to help team member's improve performance. Contributes to the talent acquisition pipeline by participating in candidate interviews, assessing promotion eligibility, and managing talent resources.
