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Customer Support Supervisor

2 months ago

McAllen, United States MDC Data Center Full time
Job DescriptionJob DescriptionSalary:

Join the MDC Team as a Customer Support Supervisor


Are you passionate about delivering exceptional customer experiences, skilled in leading teams, and dedicated to enhancing customer support operations? MDC is seeking an experienced Customer Support Supervisor to join our team. 

Your Mission:

 

As a Customer Support Supervisor, you are responsible for overseeing and enhancing customer support operations. This role involves ensuring timely, effective, and courteous responses to customer tickets, providing technical expertise, and maintaining effective communication to resolve service requests.

 

What Awaits You:


  • Dynamic Environment: Dive into a fast-paced environment where every day brings new challenges and opportunities for growth.
  • Collaborative Approach: Work closely with cross-functional teams, including Sales Engineers and Product teams, to develop comprehensive proposals and ensure seamless client experiences.
  • Goal-driven Expectation: Utilize your negotiation prowess and persuasive skills to close deals and secure new business partnerships successfully.
  • Continuous Learning: Stay updated on industry trends and market dynamics to remain competitive and drive innovation in our approach.
  • Dynamic Environment: Step into a fast-paced environment where each day presents new challenges and opportunities to improve customer service.
  • Collaborative Approach: Work closely with cross-functional teams, to resolve service requests efficiently and maintain seamless communication.
  • Leadership Role: Lead the customer support team to achieve high customer satisfaction, efficient issue resolution, and continuous improvement in service delivery.
  • Continuous Improvement: Implement best practices, monitor performance metrics, and drive initiatives to enhance customer support processes, ensuring timely and effective resolutions.



What You'll Be Doing:


  • Supervise and mentor the customer support team, providing guidance and support as needed.
  • Ensure prompt and courteous responses to customer inquiries. 
  • Provide technical support, troubleshooting, and product knowledge to help customers resolve issues.
  • Collaborate with other departments for customer visits and necessary audits.
  • Monitor, resolve, and escalate issues within the MDC infrastructure, including client colocation.
  • Develop a deep understanding of the company's products and services.
  • Stay updated on product updates, releases, and enhancements.
  • Create and maintain documentation, FAQs, and troubleshooting guides.
  • Conduct quality assurance checks on customer interactions.
  • Gather and analyze customer feedback to identify trends and opportunities for improvement.
  • Generate reports and presentations for stakeholders.
  • Participate in training sessions and skill development programs.
  • Foster a culture of continuous learning and professional development within the team.
  • Agree to rotating shifts and designate on-call staff as needed.
  • May participate in maintenance windows and have on-call availability during weekends or holidays. 
  • Proactively collaborate with the Customer Success department for non-standard client requests.
  • Communicate any client projects to assess potential impacts on MDC.


Qualifications:

  • Bilingual – English and Spanish required.
  • Previous NOC/SOC experience and/or data center experience preferred.
  • Strong written and verbal communication skills.
  • Ability to learn quickly and apply new knowledge and skills.
  • Effective time management skills.
  • Proficient with Google Workspace, Microsoft Office Suite, or related software.
  • Dedication to exceptional customer service.
  • Ability to work independently and as part of a team.
  • Strong problem-solving skills.
  • Ability to assess situations and escalate properly
  • Bachelor’s degree in Business, Communication, Information Technology, or a related field. 


Work arrangement

  •  McAllen, Tx.