Customer Service Leadership
3 days ago
Responsibilities: Your key responsibilities will include:
* Leading a team of technicians in network and application support
* Managing day-to-day operational activities of the NOC
* Facilitating employee skills development and involvement in hiring decisions
* Resolving escalations and making duty assignments (scheduling)
* Accountable for operational effectiveness and procedure flow of the NOC
* Manage Customer escalations
* Manage vendor partners in a productive and collaborative manner
* Lead customer engagements regarding Technical Support with NetWolves customers on data and telecommunication products and managed services
* Position requires flexibility in work schedule and will require on-call status
* Provide accurate and timely logging of problems and resolution for problems
* Complete tasks and reports on a day-to-day basis in a timely manner as assigned by management
Requirements: To excel in this role, you should possess the following qualities and experience:
* Minimum 10 years' experience in Managed Services, Internet, and data/telecommunication services
* Minimum 15 years of experience as a Manager or Supervisor leading an enterprise-level NOC, carrier, or ISP technical support center
* Strong customer service and complaint resolution skills
* Cisco certification CCNT or CCNA
* Experience with PC's, application software support
* Technical expertise in TCP/IP network protocol
* Knowledge of configuring and provisioning of LAN and WAN protocols MPLS, Private Line, Broadband, Satellite Internet
* Experience creating and implementing call center metrics and reporting initiatives including customer satisfaction and quality.
* Able to analyze spreadsheets and formulate action plans
* Strong Microsoft Office Suite knowledge
* College Degree or equivalent business experience and/or vendor certifications
What We Offer: As a valued member of our team, you can expect a comprehensive compensation package, including a competitive salary range of $120,000 - $180,000 per year, depending on experience and qualifications. You will also enjoy a generous benefits package, opportunities for professional growth and development, and a dynamic work environment that values diversity, inclusion, and work-life balance.
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