Do you have what it takes? The Technical Services Organization at our client is a team of world-class technical experts whose primary focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. The team is aligned to three geographic regions; together, they form one global, borderless team. The team is the first to be confronted by challenges and issues with new equipment and tools in the field. Revered by many as the “best networking school” in the world, roles in the team have a technology runway that never ends. The breadth and diversity of technology exposure is second to none; and comes with the territory when you are keeping the world’s networks humming!
The Team Are you passionate about solving problems and creating persistent technical relationships with our clients customers? Be part of a highly collaborative team that is transforming the way our client provides support to Enterprise customers, by shifting focus to proactive and predictive support that is achieved through analytics and deep technical knowledge of customer environments and business goals.
Role & Responsibilities
Working in a dynamic and fast-paced environment, this is a key resource for our client to deliver best of class customer service to GET and Enterprise customers
Coordinate communications to WebEx TS and account teams regarding key customers, and externally to key customers regarding WebEx updates (change notifications, incident management, etc…)
Coordinating team and individual response to customer escalations that arise from Account, Sales, other teams, or WebEx senior engineers, pursuant to specific aligned customers
Issue/ticket Trend Analysis from ticket queue and agent feedback for aligned customers
Triage and escalation assistance for aligned customers to Engineering/Operations/Product teams
Act as the initial management POC for Support for an aligned customer
Work with WebEx operations teams to understand, approve, and communicate changes through robust change control process to customer
Assist with delivery of RFO/RCA statements from operations teams
You will be a part of the global Tech Support operations management team and is expected to understand global best practices for customer contact centers and learn quickly the unique business needs of WebEx customers, worldwide
The Designated Support Manager is responsible for managing the customer relationship from the WebEx Technical Support perspective, as a part of the larger account team
The key functions for this position include:
Understanding the services delivered by WebEx and the business processes within the Technical Support Organization
Working closely with service/process owners in the WebEx org to manage proactive changes and reactive incidents for sharing and learning best practices
Ensuring that the TS team is aware of changes / maintenances to service offerings and customer implementations
Maintains an excellent and conducive work relationship with the leaders in the organization and extends support wherever needed
Engages with aligned customers and Sales and Customer Services Managers to ensure optimum service delivery
Reviews daily/weekly/monthly ticket trends and statistics for the aligned customers and takes action as appropriate with other TS owners
Document customer environment notes and support process procedures/playbooks for technical support
Work with readiness teams to ensure customer preparedness for major changes and maintenance
Participate in delivering and exceeding customer service level commitments
Research and resolve customer inquiries including customer follow-up and appropriate escalation when necessary
Communicate and work effectively with staff at all levels of the organization
Handle customer escalations and complaints, routing or handling as needed within TS/WebEx org
Along with anything else needed
Over het bedrijf
Take full advantage of the opportunities available in a fast-paced environment and reap the benefits of a Fortune 100 company that’s considered one of the Best Big Companies to Work For. Capitalize on your passion and product knowledge to deliver the #1 Web Meeting experience worldwide.
3-5 years experience supporting delivery of collaborative Software as a Service (SaaS) applications
Must have demonstrated skills in managing frontline customer support escalations
Experience in delivering services and support to large Enterprise customers
Effective listening and strong verbal and written communication skills
Excellent analytical and problem-solving skills. Strong understanding of analytical methods and data modeling is highly desirable
Comfortable in a fast-paced, self-guided, dynamic and demanding environment
Needs to understand and be able to follow and implement Technical Support processes
At least basic experience/background in IT
Fluency in English required. Additional languages like German, French, Italian or Spanish are a plus
Creativity and thinking outside the box to come up with solutions and provide customer value
Ability to effectively manage time and provide consistency in all customer engagements
Ability to collaborate with team to enhance methodology practices and overall service delivery
Ability to convey confidence and authority, both internally and externally, as a subject matter expert (SME) for Cisco WebEx applications and services
Ability to travel 1-2 times annually
Interested or do you want more information about the role, contact Luuk Jan Feitsma at email@example.com or +31 6 46928382
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