Customer Service & Support Manager

The Customer Service & Support Manager position reports directly to our Vice President, Operations.

In this position you'll be responsible for:

• Managing the technical support operations.
• Maintaining the relationship between the support department and internal departments.
• Providing trending analysis of tickets.
• Serving as the team’s critical customer care point of contact and will be responsible for handling all escalation issues through conclusion.
• Managing and improving customer satisfaction.

Specifically, you will:

• Identify and manage the core and special projects including proactive customer relationship building.
• Build product/platform upgrade plans with customers.
• Provide status reports for management and our clients.
• Analyze problem trending and identify root cause.
• Manage support upgrades to maximize customer satisfaction and minimize downtime.
• Mentor and manage all assigned staff, including analyzing any training needs.
• Responsibility for continuous process improvements within the Support/Service organization.
• Participate in 24*7 on-call rotation

Qualifications:

• 5+ years experience in customer support with a minimum of 2+ years in a Supervisory/management position.
• Must have demonstrated experience supporting external customers in an application service environment.
• Working knowledge of managing a technical support center.
• 2+ years experience in Information Systems and implementation of high-end systems.
• Working Knowledge of Linux OS is strongly preferred.
• Proven hardware and networking knowledge.
• Must be extremely organized, dependable, accurate, and efficient, with the ability to manage multiple priorities simultaneously. 
• Excellent organizational and communication skills required.
• Must be able to work independently and be self-directed to complete tasks on schedule.
• Must be a team player and possess strong mentoring skills.
• Must be proficient in Microsoft Word, Excel, Powerpoint.
• Knowledge of 3rd party support systems is a plus.  
• Bachelor’s degree in MIS, Computer Science or Equivalent experience.
• Global support experience is also a plus.
  

Please send your resume and cover letter (MS Word format) to swatkins@airbiquity.com for consideration.