Customer Support Manager
hace 6 días
Customer Support Manager All applicants will be required to prove work authorization during the hiring process. About EnterpriseAlumni : EnterpriseAlumni isn’t your average software company. We’re the market-leading provider of Alumni Management software, helping giants like Nike, LinkedIn, Bank of America, and the Royal Air Force stay connected with their alumni. Our platform is a powerhouse, driving recruiting efforts, sales opportunities, and brand advocates back into our clients’ organizations while creating a strong alumni value proposition. But we’re not all business. We believe in work-life balance, celebrating our successes, and a culture of collaboration, respect, and a bit of fun Key Responsibilities Establish strong trusted relationships with key customer team members and maintain consistent lines of communication to drive high customer satisfaction. Take a pro‑active role in monitoring and actioning/assigning customer‑facing service desk tickets within SLAs; replying to customers and/or escalating to development teams. Handle all customer contacts, inquiries and complaints regarding product, services, and technical related issues in the first instance. Collaborate across our global Customer Support team and ensure smooth handoffs of all pertinent tickets between time zones. Provide multi‑faceted support both to customers and internal teams, including resolving problems, explaining products and services, training on use of software, configuration of software, and troubleshooting. Maintain working knowledge of an ever‑evolving software solution as a product expert and pro‑actively keep informed with up‑to‑date information regarding our products, services, systems and strategy. Communicate effectively with technical and non‑technical roles in Product, Development, Sales, Solutions, and Customer Operations. Monitor, respond to, and escalate incidents within Stage and Production environments and software stack. Experience 2-3 years relevant work experience in customer‑facing Technical / Service Desk or Delivery Manager role (preferably SaaS). Fluency in the English language, verbal and written. Strong proven organizational, prioritization, and time management skills. Relevant customer‑facing experience in an international B2B environment. Ability to collaborate with and coordinate teams; influencing without authority. Comfort in working with international customers at all levels. Ability to comprehend and explain technical concepts and solutions, especially to non‑technical people. Passion for providing the best‑in‑class customer service and experience in accordance with EnterpriseAlumni’s processes and guidelines. Experience in running training and project management experience (agile and/or waterfall) a plus. Why Join Us? At EnterpriseAlumni we work hard, play hard, and always have each other’s backs. We offer a fast‑paced, innovative, and inclusive environment where creativity is our currency, and every success is celebrated. If you’re passionate about a career in technology and ready to make a real impact, we would love to hear from you. How to Apply EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. NO RECRUITERS PLEASE. #J-18808-Ljbffr
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