JOB SUMMARY:
This position is responsible for developing and driving all facets of the operational strategies and goals of Apriva Customer Support, including the implementation or outsourcing of a 7 x 24 hour help desk for post-sales support. The Customer Care Manager will work as a facilitator to ensure agent call handle times as well as call escalation processes are met and followed to meet established KPIs with an emphasis on timely response and resolution.
RESPONSIBILITIES/DUTIES:
- Develop and maintain an effective support organization through the selection, interviewing, training, compensation, motivation, termination and review of staff.
- Act as a department champion to instill a quality customer service culture – including monitoring the call queue, ensuring appropriate staffing levels, and being an advocate for the team as an extension of management.
- Participate in agent on-boarding, mentoring and on-going training, including identifying areas for on-going technical and non-technical training for the team.
- Maintain ticketing system to ensure proper tracking of all escalated events.
- Monitor and analyze daily, weekly, monthly, and YTD stats for Customer Support team to be able to report progress and provide suggestions on trends and solutions.
- Provide direction, guidance, mentoring and instructions to support personnel.
- Effectively manage all customer support related escalations including maintaining ownership of issues/escalations until resolution. This could involve coordinating resolution with other teams as needed and setting customer expectations accordingly.
- Identify critical development needs – both defects and enhancements - and provide developmental feedback when needed.
- Lead support-related projects as prescribed by the management.
- Create instructions and guidelines such as internal and customer-facing knowledge base articles.
- Work with management to implement policy and procedure changes as needed.
- Maintain open communication with management team and all supporting areas of Apriva.
- Attends meetings and training sessions as required.
- Perform other related duties as assigned.
QUALIFICATIONS/REQUIREMENTS:
- Minimum 5 years’ experience in application support.
- Demonstrated ability to lead and motivate others.
- Excellent verbal and written communication skills and customer service attitude including the ability to communicate at different levels of the organization – both internally and externally.
- Self-motivated, team-oriented leader with demonstrated experience of team concept and attaining team goals.
- Strong customer service focus.
- Working computer knowledge including MS Windows, MS Office and contact center suite software.
- Organized, detail-oriented and capable of multi-tasking.
- Possess knowledge of commonly used concepts, practices, and procedures within a technical support/customer support center.
- Must be able to research and resolve issues as they arrive and assist in other areas as required.
- Must be able adhere to departmental schedules and policies.
- Must be in Phoenix metro area
- Bachelor’s degree in information systems, computer science or engineering additional plus.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Individuals may need to sit or stand as needed for long periods of time throughout the day.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.
