Customer Support Manager

Customer Support Manager

THIS IS AN ONSITE ROLE, LOCATED IN PHILOMATH, OR.

Who are we? Alyrica Networks is an Internet Service Provider in the Mid-Willamette valley that services its customers through both wireless and fiber solutions. At Alyrica we strive to be the best customer experience in telecommunication. We believe in building a great company for our employees to work at so they can focus on serving the customer. As Alyrica continues to grow we are looking for great people to join our team. We are seeking a candidate who is willing to help people first and go the extra mile for our customers. We also are looking for someone who is willing to take ownership and has the courage to do the right thing.

Role Specifics:

Please read carefully before responding. Requirements detailed below.

_ The Relationship_: As the Customer Support Manager, you will be responsible for delivering a great customer experience in every interaction to every Alyrica customer that wants to contact Alyrica or that Alyrica needs to contact. This role will include project management, team leadership, quality assurance checks, and generally maintaining a great team. You will be expected to make good decisions with insufficient data and then take responsibility for the outcomes. You will be on the leadership team and will be expected to consider the best outcome for the entire company rather than just your team. You will need to learn quickly and be able to teach and document well.

Alyrica Networks is an internet access company that strives to deliver the best customer experience in telecommunications. We are committed to hiring, developing, and supporting exceptional people that take pride in building a better future. We want to sustainably improve the lives our employees and customers.

We are looking for someone that enjoys aligning a team on a common goal, is quick to learn to support new technologies, and has a passion for helping their neighbors. The ideal person for this role would be described by their friends in the following ways: Inspirational Team-oriented Reliable Consistent Calm under pressure.

_ How to respond_: To demonstrate your interest in the above opportunity please respond with your Resume and a brief cover letter written specifically addressing why you feel you should be considered a successful candidate. Internet access is provided 24 hours a day, every day of the week, so the Customer Support Manager must have a system that accommodates clients’ requests whenever they need help.

_ Key metric for the role:_ Customer Retention

_ Key leading metrics:_ Customer requests outside of SLA QA grade for customer requests

Core Role Responsibilities:

• Provide Leadership, Management, and Accountability for the Customer Support Team.
• Hire, Train, and Develop Customer Support Representatives to solve customer issues.
• Direct and improve on the Customer Support Process.
• Manage & triage customer impacting events as they occur.
• Advocate at the Leadership team for issues effecting our customers.
• Oversee communications with our existing customers.

Basic Job Requirements:

• 3 Years in a management role.
• 5 Years in a Information Technology related role.
• Must be willing to be available for on-call support.
• Strong Interpersonal Skills
• Demonstrates Alyrica’s Core Values
• Must be able to lift up to 50lbs.
• All physical requirements are expected with reasonable accommodations.

Preferred Qualifications:

• A Bachelor’s Degree, or equivalent experience, in an Customer Support related field.
• 5 Years of Experience in a Customer Support Management role.
• Experience serving directly on a companies Leadership team.
• Extensive understanding of how to manage a help-desk and ticketing system.
• Experience working with Jira Service Desk.
• Experience troubleshooting Fixed Wireless Technologies

Salary: $75,000 - $105,000 per year

• To Apply: Apply via really.com or send resume and/or cover letter to careers@alyrica.net to get started!

Job Type: Full-time

Pay: $75,000.00 - $105,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• What time of day is best for you to be interviewed for this role?

Education:

• Bachelor's (Preferred)

Experience:

• IT: 5 years (Required)
• Management: 3 years (Required)
• Customer Support Management: 5 years (Required)

Work Location: In person

Salary : $75,000 - $105,000