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Customer Support Manager

2 months ago

Anaheim, California, United States Oceania Inc Full time
Job Title: Customer Product Support Manager

At Oceania Inc, we are seeking a highly skilled and experienced Customer Product Support Manager to join our team. This role is responsible for overseeing the technical support team, ensuring high-quality customer support, and maintaining service excellence.

Key Responsibilities:
  • Technical Support Leadership: Lead and manage a team of technical support specialists responsible for providing assistance to customers experiencing issues with OMTech laser systems.
  • Customer Escalations: Serve as the escalation point for complex technical issues that cannot be resolved by front-line technical support staff.
  • Problem Resolution: Assist technical support staff in diagnosing and troubleshooting technical issues reported by customers.
  • Customer Communication: Maintain regular communication with customers to provide updates on the status of escalated cases.
  • Technical Documentation: Develop and maintain technical documentation to assist customers and technical support staff in resolving common technical issues.
  • Quality Assurance: Monitor the quality and consistency of technical support services provided by the team.
  • Training and Development: Coordinate and facilitate training sessions for technical support staff to enhance their technical knowledge and customer service capabilities.
Qualification and Skills:
  • Mandatory Qualifications: Bachelor's degree in engineering, Computer Science, or related field.
  • Mandatory Experience: 5+ years of experience in customer or technical support roles in a product-based company, with at least 2 years in a leadership position.
  • Mandatory Skills: Strong troubleshooting skills, excellent communication and interpersonal skills, leadership and team management abilities, and customer-focused mindset.

We are looking for a highly motivated and experienced professional who can lead our technical support team and provide exceptional customer support. If you have a passion for delivering high-quality technical support and a commitment to customer satisfaction, we encourage you to apply for this exciting opportunity.