Job Summary:
The Manager of Customer Care will oversee the day-to-day operations and activities of the Customer Care department and lead a team of Resolutions Consultants, Software Support Analysts, and Customer Care Interns. They will establish and enforce team policies, procedures, and client relations standards while guiding strategic planning and accomplishing primary department objectives. They will be capable of working directly with the customer to gather necessary information for any questions, issues, defects, or enhancements received while also ensuring that customer reported issues are responded to accurately within the SLA defined.
Job Description:
Demonstrate expertise in conveying technical and functional concepts within our software to Customers
Prioritize assigned tasks based on severity and complete tasks within estimated timeframe
Provide feedback to the customers on the progress and status of their reported issues throughout the resolution process
Ensure team members support request tickets submitted in the customer portal as well as monitor the support email and hotline
Ensure accurate and detailed answers to questions related to our software suite of products are provided by all analysts.
Maintain local instances of the products to imitate a customer’s environment for precise troubleshooting
Worker Type:
Regular
Number of Openings Available:
1