Customer Support Team Leader

1 week ago

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

Position: Customer Support Supervisor

Are you driven by a commitment to providing outstanding customer service and possess the ability to lead a dedicated team? MDC Data Center is in search of a skilled Customer Support Supervisor to enhance our customer service operations.

Your Responsibilities:

As a Customer Support Supervisor, you will oversee the customer support operations, ensuring that customer inquiries are addressed promptly and effectively. Your role will involve providing technical guidance and maintaining clear communication to resolve service requests efficiently.

What You Can Expect:

  • Dynamic Work Environment: Engage in a vibrant atmosphere where each day presents unique challenges and opportunities for professional growth.
  • Collaborative Teamwork: Partner with various departments, including Sales and Product teams, to create thorough proposals and guarantee a seamless experience for clients.
  • Results-Oriented Focus: Leverage your negotiation skills to successfully close deals and foster new business relationships.
  • Ongoing Development: Keep abreast of industry trends and market changes to maintain a competitive edge and drive innovation.
  • Leadership Opportunities: Guide the customer support team towards achieving high levels of customer satisfaction and efficient issue resolution.
  • Process Enhancement: Implement best practices, monitor performance metrics, and initiate improvements to customer support processes for timely resolutions.

Key Duties Include:

  • Supervising and mentoring the customer support team, offering guidance and support as necessary.
  • Ensuring timely and courteous responses to customer inquiries.
  • Providing technical assistance and product knowledge to help customers troubleshoot issues.
  • Collaborating with other departments for customer engagements and necessary evaluations.
  • Monitoring, resolving, and escalating issues within the company’s infrastructure.
  • Developing a comprehensive understanding of the company’s products and services.
  • Staying informed about product updates and enhancements.
  • Creating and maintaining documentation, FAQs, and troubleshooting resources.
  • Conducting quality assurance assessments on customer interactions.
  • Gathering and analyzing customer feedback to identify trends and areas for improvement.
  • Generating reports and presentations for internal stakeholders.
  • Participating in training sessions and professional development initiatives.
  • Fostering a culture of continuous learning 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 operations.

Qualifications:

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

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