What are the responsibilities and job description for the Customer Support Manager position at Comtech Telecom?
POSITION TITLE : Customer Support Manager
DIVISION : Loc Platform Helpdesk
REPORTS TO : Director, Programs
FSLA : Full-time
Date modified : 10 / 10 / 2024
JOB LOCATION : Annapolis, MD, Seattle, WA or Remote
ABOUT THE COMPANY :
Comtech Telecommunications Corp. (Nasdaq CMTL) delivers technologies that solve some of the toughest communication challenges. The Company innovates a broad suite of solutions for satellite systems, indoor and outdoor device location, messaging, and cyber security. Around the globe, government agencies, mobile network operators, corporations, and ordinary people rely on Comtech Telecommunications Corp. to make Connections that Matter®.
The Terrestrial & Wireless business segment is a leading global provider of mobility technologies, and our mission is to deliver innovative location, messaging, and data solutions to Mobile Network Operators (MNOs), Over-the-Top players, chip manufacturers, and other enterprises worldwide. These advanced solutions include end-to-end location-based services and applications, cloud-based messaging platforms, precise location technologies, and data intelligence.
PURPOSE :
The Customer Support Manager will oversee the daily operations of production issues on T&W products, including Location Services, Messaging and Wireless Emergency Alert products, ensuring that all customer inquiries and issues are resolved promptly and effectively. The ideal candidate will have strong leadership skills, a deep understanding of customer service best practices, and the ability to develop and implement strategies to improve customer satisfaction.
RESPONSIBILITIES :
- Team Leadership : Engage with customer team, internal project managers, deployment engineers and development engineers to identify, track and resolve customer software issues on production platforms and applications.
- Customer Interaction : Track and manage multiple parallel initiatives, address complex or escalated customer issues, and assist with end-to-end troubleshooting across many production networks, ensuring resolution in a timely and satisfactory manner. Participate in weekly operations calls to support ticket or project status discussions, and assist in presenting at Quarterly Business Reviews and / or Quarterly Operations Reviews on open projects / deliverables.
- Performance Management : Monitor and analyze team performance metrics, such as response times, resolution rates, and customer satisfaction scores. Implement strategies to improve key performance indicators and achieve departmental goals.
- Process Improvement : Identify and implement process improvements in the customer support team to enhance the overall customer experience with efficiency and effectiveness. Develop and update support documentation and procedures as needed.
- Reporting : Generate regular reports on customer support performance, trends, and issues. Present findings and recommendations to senior management. Provide reports to customers in Quarterly Business Reviews and / or Quarterly Operations Reviews.
- Cross-Functional Collaboration : Work closely with other departments, such as Sales, Marketing, Product Development, Product Management and Project Management to address customer feedback / enhancement requests and contribute to product / service improvements.
- Customer Feedback : Collect and analyze customer feedback to identify recurring issues and opportunities for improvement. Use insights to enhance the customer experience.
- Technology Management : Oversee the use and optimization of customer support software and tools, ensuring the team has the resources needed to perform their duties effectively. Assist with troubleshooting failures with tools / applications where necessary.
- Scorecard Management : Develop and / or update Operations / Production Scorecards to ensure compliance with SLAs, identify trends, and work to improve scores over time.
- Global Customer Support : Support customers across multiple time zones with production support issues, including customers in NORAM, LATAM, APAC, and EMEA as needed.
SKILLS REQUIRED :
REQUIREMENTS :
Bachelor's degree in Business, Management, IT, or a related field
Minimum of 5 years of experience in customer support. Technical background desired.
Excellent verbal and written skills.
Proficiency with Microsoft Office suite
Familiarity with Jira, or other issue tracking applications
Familiarity with Zendesk, Remedy or other customer support / helpdesk software
Adaptability-able to adjust to changing priorities, interdependencies, and staff availability.
Excellent problem-solving skills and ability to brainstorm and lead team in planning and execution of problem resolution
Meeting facilitation, team motivation, and team building experience.
Project planning, tracking, and reporting experience.
Experience with MS Project, Confluence, or other project management tools.
Knowledge of ISO 9001 and ISO 27001.
Comtech is an Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
