Team Manager - Sales Assist and Customer Support Center

Team Manager - Sales Assist and Customer Support Center

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We're growing rapidly. Would you like to join us? 

Are you looking to expand your career in IT leadership in a rapidly growing company?
Do you want to be responsible for delivering extraordinary customer support? 

Tek Experts provides business and IT outsourcing services, and we take intense pride in helping companies handle their business operations. We are hiring a team manager who will help manage our support colleagues to solve technical and non-technical support requests.

About the role...

The Team Manager has a strategic role with a specific focus on the clients. He/she has to make sure that all customer expectations are met. The Service Delivery Manager is responsible for specific initiatives that will increase customer satisfaction. 
The team Manager ensures the targets and SLAs that are agreed with the customer are met. The Service Delivery Manager is the main point of contact between the customer and the support teams. He/She is the main escalation point and should be involved in all escalations related to the specific products that he/she is responsible for.

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What you’ll be doing

    • Serves as a primary escalation point for Micro Focus Management for all operational issues.
    • Handles, monitors, coordinates, and manages all escalated cases.
    • Provides accurate and timely communication to all applicable parties on any customer support issue.
    • Works with all parties involved on escalated customer support issues.
    • Communicates all customer-related issues to the support team and check for any updates.
    • Manages customer expectations.
    • Ensures that all targets and SLA’s are met.
    • Makes sure that support teams are meeting the goals and expectations set with the customer.
    • Takes ownership, reports, and resolves any issues caused by the software product support team.
    • Monitors specific KPIs to ensure the proper delivery of the business on a daily and monthly basis.
    • Designs and improves business processes.
    • Manage the staffing needs and contribute to the development of the staff’s skill set. . 
    • Conduct performance appraisals of the Technical Support Specialist in a timely manner. 
    • Execute any other additional tasks requested by the Manager.
what you'll be doing
skils required

What you'll need

  • Excellent Knowledge in IT support environment
  • Master`s degree is preferable
  • Customer Service experience
  • Experience in conflict management and resolution
  • Management experience on same or similar position, min 1+ year

Apply now

Team Manager - Sales Assist and Customer Support Center
My Career. My Future. My Tek Experts.
Tek Experts is an equal opportunity employer. We do not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.

Are you ready to join our team?

We’re a modern, challenging and fast growing business because of the success of our people. We are waiting for you!

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