Reactive Support Manager

Tek Experts Vietnam

Địa điểm làm việc: Hà Nội

Hết hạn: 15/07/2023

Chi tiết công việc
Giới thiệu công ty

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Job Description

Overview

We're in search of an experienced, customer-oriented Escalation Specialist 3 to support the Customer Success Account Manager (CSAM). In this role, you will be responsible for the customer's reactive experience, serving as their advocate in reactive issue resolution and proactively identifying programs to drive solution and operational health.

A career in tech. Work with the biggest and best names in technology.

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it's the reason we've grown so fast. If you like being part of a global team,are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

The Reactive Support Management (RSM) Team handles reactive case management incidents and builds strong customer relationships by driving issue resolution as liaison between customers and the Customer Success Account Managers (CSAMs). As an Incident Manager, you will strike a balance between facilitating collaboration among issue stakeholders and independently managing cases to ensure appropriate progress is maintained. You will support critical situations, cases escalated by customers or CSAMs, cases for clients with varying degrees of attrition risk, and administrative tasks like case review that keep the workflow running smoothly.

This role will:

Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer's business and use appropriate conflict resolution techniques as needed.
Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
Serve as point of escalation for the customer while managing the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
Mentor more junior specialists as needed or requested by management.
Monitor at-risk cases, triage support cases, and drive the resource allocation and case assignment processes.
Serve as point of contact for all reactive topics across the ecosystem during business hours.
Identify patterns and reactive trends using automated tools and advise the CSAM on solutions and operational health.

Qualifications

RSM is a good fit for you if:

You thrive in a fast-paced environment and adapt quickly as situations change.
You're an excellent communicator who is good at building and maintaining relationships.
You're an empathetic advocate for our customers.
You're self-motivated and accountable for meeting your obligations.
You're customer-obsessed, take the initiative, and exceed expectations.
You're proficient in both written and spoken English.

In this role:

2 - 3 years of experience in customer service, customer support, or technical support required.
Some higher-level education preferred.
Certifications relevant to the product are helpful.

Thông tin chung

Ngày hết hạn: 15/07/2023
Thu nhập: Thỏa thuận

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Tek Experts PSV cung cấp những dịch vụ IT chuyên nghiệp bao quát mọi giai đoạn trong vòng đời trải nghiệm sản phẩm CNTT của các doanh nghiệp, bao gồm Tư vấn, Khảo sát, Đánh giá, Thiết kế Giải pháp cho đến Triển khai, Tích hợp và Hỗ trợ & Đào tạo. Chúng tôi tin rằng với đội ngũ chuyên gia kỹ thuật trình độ cao và quy trình dịch vụ được tối ưu hóa, doanh nghiệp khách hàng có thể trải nghiệm và tận dụng tối đa sức mạnh của các giải pháp CNTT đã đầu tư, nhằm đẩy mạnh hiệu quả & chất lượng công việc, giảm chi phí đồng thời làm khách hàng hài lòng. Công ty đang có kế hoạch tuyển dụng mới với nhiều việc làm và đãi ngộ hấp dẫn.