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Customer Support Team Leader

2 months ago

McAllen, Texas, United States MDC Data Center Full time
Job Overview

Position: Customer Support Supervisor

Are you dedicated to providing outstanding customer service, adept at guiding teams, and committed to optimizing support operations? MDC Data Center is looking for a skilled Customer Support Supervisor to enhance our service delivery.

Your Responsibilities:

In the role of Customer Support Supervisor, you will oversee and improve customer support operations. This position requires ensuring prompt, effective, and courteous responses to customer inquiries, offering technical guidance, and maintaining clear communication to resolve service requests efficiently.

What You Can Expect:

  • Dynamic Work Environment: Engage in a fast-paced setting where each day presents new challenges and opportunities for professional growth.
  • Collaborative Teamwork: Partner with various departments, including Sales Engineers and Product teams, to create comprehensive solutions and ensure a seamless customer experience.
  • Results-Oriented Focus: Utilize your negotiation skills to successfully close deals and establish new business relationships.
  • Commitment to Learning: Stay informed about industry trends and market changes to maintain a competitive edge and foster innovation.
  • Leadership Development: Guide the customer support team towards achieving high levels of customer satisfaction, efficient problem resolution, and ongoing service enhancement.
  • Continuous Improvement: Implement best practices, monitor performance metrics, and initiate projects to refine customer support processes, ensuring timely and effective resolutions.

Key Duties Include:

  • Supervising and mentoring the customer support team, providing necessary guidance and support.
  • Ensuring prompt and courteous responses to customer inquiries.
  • Delivering technical support, troubleshooting, and product knowledge to assist customers in resolving issues.
  • Collaborating with other departments for customer interactions and necessary evaluations.
  • Monitoring, resolving, and escalating issues within the MDC infrastructure.
  • Developing a comprehensive understanding of the company's products and services.
  • Staying updated on product enhancements and releases.
  • Creating and maintaining documentation, FAQs, and troubleshooting resources.
  • Conducting quality assurance assessments on customer interactions.
  • Gathering and analyzing customer feedback to identify trends and improvement opportunities.
  • Generating reports and presentations for stakeholders.
  • Participating in training sessions and professional development programs.
  • Fostering a culture of continuous learning and growth within the team.
  • Agreeing to rotating shifts and being available for on-call duties as required.
  • Collaborating proactively with the Customer Success department for unique client requests.
  • Communicating any client projects to evaluate potential impacts on MDC.

Qualifications:

  • Bilingual – English and Spanish required.
  • Previous experience in NOC/SOC or data center environments preferred.
  • Strong written and verbal communication abilities.
  • Quick learner with the capacity to apply new knowledge effectively.
  • Excellent time management skills.
  • Proficient in Google Workspace, Microsoft Office Suite, or similar software.
  • Commitment to delivering exceptional customer service.
  • Able to work independently and collaboratively.
  • Strong problem-solving capabilities.
  • Ability to assess situations and escalate appropriately.
  • Bachelor's degree in Business, Communication, Information Technology, or a related field.