Dell
Technical Support Manager II
Panama, PA - Computer Hardware, Computer Software, Information Technology and Services
As a Technical Support Manager II, you will oversee the support of customers encountering problems using the Dell products. Supervise representatives that are answering customer inquiries, primarily over the telephone, e-mail, chat, or online thru Social Network Pages. Establish and maintain systems that provide solutions to customer questions and problems. Report new or recurring problems to design departments. Ensure representatives are properly trained when old products are upgraded or new products are released. Select, develop, and evaluate personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity, and/or customer satisfaction data.
Role Responsibilities
· Directs the efforts of others in the achievement of the strategic and operational objectives of the group.
· Manages the hiring, staffing and maintaining of a diverse and effective workforce.
· Responsible for career development/planning, performance and pay discussions of team members.
· Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.
· Responsible for achieving target customer satisfaction levels within the technical support organization.
· Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization.
· Assists in the development and implementation of strategic plans, initiatives, and direction.
· Works with customers and internal teams to resolve issues.
Qualifications Requirements
· 6+ years of experience directly managing a team of at least 10 people.
Strong leadership and team building skills.
· Significant knowledge of Dell Product lines, technical knowledge.
· Comprehensive customer service skills.
· Strong ability to develop and lead a team to deliver key business results.
Preferences
· Familiarity with CRM tools (i.e. Delta, Dellserv).
· Fully Bilingual in Spanish & English
· Portuguese Knowledge is a plus
No salary provided
Posted October 01, 2014 at 05:24AM from LinkedIn http://ift.tt/1pFqnVp
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