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Customer Support Manager IT

Customer Support Manager IT

Solliciteer direct
Opleidingsniveau: HBO Dienstverband: Vast Salaris: 2500 - 3500

Over de functie

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.


Minimum Qualifications 

  • 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
Desired Skills 
  • 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 luuk.feitsma@experis.nl or +31 6 46928382


Geplaatst:23-12-2017Salaris:2500 - 3500
Locatie:AmsterdamErvaring:3 tot 5 jaar
Salaris:2500 - 3500
Ervaring:3 tot 5 jaar


Solliciteer op deze functie door hierboven op 'Solliciteer direct' te klikken. In ons sollicitatieproces is een cv verplicht maar een motivatiebrief is niet nodig.

Over Experis

Experis is onderdeel van ManpowerGroup. We bemiddelen tussen organisaties en professionals in vaste en interimbanen. Wij hebben de overtuiging dat plezier in het werk en werken vanuit persoonlijke drijfveren, leidt tot succes. Experis verbindt de ambitie van werkgevers met de talenten van professionals. Als deze samenkomen, behalen we samen een optimaal resultaat. Dit doen we al meer dan 30 jaar met veel plezier, succes en toewijding.

Experis. A different kind of talent company.