Description

Manage a support team providing service and product support to global customers. You will own the day-to-day operations, ensuring timely and effective responses to all inquiries. Drive the technical support team to achieve high customer satisfaction and success. Monitor team performance against specific KPIs and take corrective action to meet objectives. Maintain deep technical knowledge regarding products and related technical issues.

Responsibilities

• Manage day-to-day operations of a support team assisting customers with service and product issues.
• Ensure timely and effective responses to all customer inquiries.
• Drive the technical support team to achieve high customer satisfaction and success.
• Monitor team performance against specific KPIs and take corrective action to meet objectives.
• Maintain deep technical knowledge regarding products and related technical issues.

Required Skills

• 2+ years of experience in online training or customer support.
• 1+ years of experience leading an application support team for global customers.
• Bachelor’s degree in a related field.
• Proficiency with Salesforce or similar CRM tools.
• Experience with JavaScript and XML.
• Advanced experience with HTML and CSS.
• Experience with technical troubleshooting tools.
• Proficiency in MS Office including Excel, Word, and PowerPoint.

Preferred Skills

• Master of Library Science (MLS) or Master of Library and Information Science from an ALA accredited institution.
• Experience with library OPACs, bibliographic records systems, electronic journals, databases, and academic search engines.
• Fluency in an additional European language.

Key Skills

Education

Bachelor’s degree