alt-lib Suggests:Associate Manager Customer Service, Technical Support, Missouri-Elsevier

Key items from this position:

• Experience building new support processes
• Demonstrated ability to translate customer needs into business and product requirements·
• Works with customers and internal teams to resolve issues
• Drive operational improvement
• Knowledge and experience working with decision support systems, call tracking systems, customer relationship management systems, service metrics and client self service solutions is highly desirable.

-alt-lib



Associate Manager Customer Service, Technical Support (follow link to get to "apply online" button.)
[EXCERPT FOLLOWS]

Associate Manager Customer Service, Technical Support-NHP0000S Elsevier : NA-United States-Missouri  Description   The Technical Support Manager is responsible for managing the day-to-day operations of a technical support team that delivers tier II technical support for customers. The Manager will have experience building and growing a technical support organization including hiring, training of new employees and implementing new support processes, managing customer interaction and productivity, resulting in a high level of customer satisfaction and customer retention. Qualifications   Communication Requires good communications skills and the ability to maintain positive and cooperative working relations with a broad range of audiences in both a written and oral form.         Demonstrated ability to translate customer needs into business and product requirements· Establish consistency of product information delivered to customers through Internet, phone, e-mail, or face-to-face contact. Responsible for facilitating the content perspective, in collaboration with other internal teams. Manage tone and manner of customer and team interaction.   Customer Experience Leadership Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction Develops plans and objectives and participates in cross-functional projects to improve operational performance for the organization Ensure that our customer support team is laser focused on hitting and exceeding important metrics related to client satisfaction.  Take your obsession with metrics and constantly work to improve: Overall client satisfaction Time to resolve issues Average call length Abandon rate Tickets/calls in queue Technical Support Take ownership of anything and everything relating to technical client support - "the buck stops with me" Develops operational objectives and work plans to drive team performance and deliver on critical performance measures.   Results Orientation The ability to demonstrate a clear understanding of all the factors affecting improvement of results within the organization. Analyzes all options and initiates actions to optimize resources for the achievement of improved results. Team Leadership and Development Manages team including performance management and coaching Works with management to develop and implement strategic plans, initiatives, and direction Works with customers and internal teams to resolve issues Develops individual goals and objectives for direct reports. Handles moderately complex projects Acts independently with broad latitude for decision-making Drive operational improvement Increase efficiencies and service improvements with automation Able to manage others through rapid and constant change while collaborating with other teams to ensure strong service experience for our customers. Able to allocate resources and adjust priorities to maximize team performance. Process Management Responsible for reducing customer defects primarily by thoroughly understanding the types of customer inquiries and contacts to Technical Support and work to determine root causes and identify drivers and communicate opportunities and initiatives to address these root causes.  Ability to act quickly, to take ownership of the solution, and to dive deep to get the improvement in place. Knowledge and experience working with decision support systems, call tracking systems, customer relationship management systems, service metrics and client self service solutions is highly desirable. Drive improvement beyond the customer support team, specifically product strategy which can help to compliment and improve our support metrics. .... Unposting Date  Ongoing