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Location: Dublin Contact: Lorraine Bracken Skills Keywords: Service Delivery , PROCEDURES , PEOPLE MANAGEMENT
Description: IT Support Manager Customer Service Manager Main Responsibilities: • Primary responsibility for the provision of customer support service to clients...
Description: IT Support Manager
Customer Service Manager
• Primary responsibility for the provision of customer support service to clients.
• Provide a high quality, consistent support service 24x7x365
• Develop and implement procedures designed to deliver a high quality service.
• Recruitment of Customer Support Engineers , Application Support Engineers, to support a global support operation
• Ensure a high level of technical knowledge within Customer Support (measured through time to resolve tickets)
• Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate level of customer communications.
• Classify support tickets by area and implement action plans to address problematic areas
• Manage customer escalations through to resolution
• Manage customer expectations regarding resolution of issues within agreed SLAs
• Manage QA schedule for production patches
• Be familiar with all support & maintenance contracts to ensure the team provide the contracted service
• Work closely with the professional services organization to ensure the smooth transition of clients to the production support team
• Establish and publish reports on KPIs for the team
• Work closely with engineering to ensure that customer reported code defects are raised in a timely manner and addressed within SLA
• Minimum 2-3 years in a similar management role
• Excellent communication and interpersonal skills
• Proven experience of working to Service Level Agreements (SLAs)
• Knowledge of the financial services industry an advantage
Other Information / Circumstances:
• Flexibility in terms of international travel
For more information and to apply please email an updated CV to email@example.com or call Lorraine on 01 286 66 66
Customer Support Manager, Customer Service Manager, Production Support Manager, IT Support Manager
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