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IT/Operations

Customer Support Manager

at VersionOne in Alpharetta, GA   —   Jul 11, 2014   |  
Overview
The Customer Support Manager position is a great opportunity for an energetic and self-motivated person who enjoys driving results, engaging directly with customers, and has a passion for technology. This is a hybrid position where you will assist with the resolution of customer issues and lead the customer support team.
This position requires a high degree of customer interaction, therefore written and verbal communication skills are very important. In addition, the ideal candidate must have experience supporting web-based software products and the skills necessary to identify issues that can occur with this type of application. The candidate should also possess experience with leadership, coaching, hiring, and the ability to maintain and continuously improve upon high standards and expectations of our current support efforts. Experience with agile methodologies is preferred, but not required.
Responsibilities
Effectively and efficiently manage the customer support team’s daily activities ensuring customer satisfaction, increasing renewal rates and retention and growth
Coach/Mentor support team members on customer interactions, continually implement/train customer support on best practices, including ticket communication verbiage review
Communicate effectively with both internal and external customers and stakeholders
Identify and prioritize common issues and communicate concerns to product team
Participate in ongoing development of community based help articles in order to create and maintain customer support FAQ, documenting issues and resolutions
Track customer support performance to ensure continuous improvement in responsiveness, customer satisfaction, and quick resolution as our customer base continues to grow
Ensure the team maintains expertise with the products we support via iteration reviews and sales training participation
Support/complement the Customer Success team which focuses on the overall customer experience
Zendesk administration and reporting/analytics
Skills
5+ years of experience leading a customer support team delivering technical support via email, phone, chat, Twitter, and web conferencing
Excellent written and verbal communication skills
Highly organized, detail oriented, and responsive
Experience interfacing directly with software product development, testing, and product management teams to escalate and seek resolution on product issues
Zendesk or comparable support systems experience is required
BA/BS degree or equivalent experience
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