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Customer Support Manager


Tellspec
Data:29-1-2020  Local: Braga

Job description: Customer Support Manager


Tellspec is a data analytics company that offers real-time non-destructive food sensors. We test for quality, authenticity, contamination, intentional adulteration, and traceability.

We look to transform the lives of everyone by offering affordable food testing and by pushing the boundaries of the massive power of digitalization as it applies to food. Everything we do starts with simple questions: “How will this make a difference to the lives of people? How can we offer the best personalized nutrition?” And to find the answers, we offer sensors that can analyse food and based on the results received they can suggest what to avoid or what to add to the diet. Connecting what we eat with our health gives us new perspectives, drives our innovation, and offers hope for a new clean food world where food is the catalyst of health again.
 
Reporting directly to the COO, you will be a key member of the management team, maintaining control of customer support, sales and trade shows representation.

We are looking for a Customer Support Manager to sit between our engineering and sales teams to predict, prevent and solve all customer product issues. You will help identify, and where possible fix, technical problems and provide responses to customer questions from our global client base. By ensuring high retention rates and outstanding customer satisfaction, you will contribute directly to our growth rate. By gaining a deeper understanding of the publishing industry and our customers, you will also contribute to the product development process by collaborating with our partners and suggesting new features and products. As the company grows, you should be ready to step up and manage a team as a Support Lead. Key responsibilities:

• Investigating potential product problems or misunderstandings.
• Providing our engineering team with consistent and clear information from other parties when problems need to be escalated.
• Suggesting content for FAQ, site information and manuals
• Extending the internal tools used by non-technical team members to understand and investigate the behaviour of the platform.
• Taking responsibility for the technical processes involved when setting up new clients.
• Extracting requested information manually where such internal tools are currently lacking.
• Writing internal documentation to help answer commonly asked questions.
• Support the sales efforts
• Represent the company in tradeshows

Performance Objectives
• Lead employee development through clear goal setting, training plans, regular mentoring and performance reviews
• Work with various stakeholders to understand business drivers, goals, and actionable outcomes using analytics
• Monitor and analyse key performance metrics to ensure defined productivity and customer satisfaction service levels are met
• Drive business decision-making based on analytical findings
• Advocate for process and product changes that improve customer experience and innovate toward simplicity
• Conduct ongoing analysis of incident drivers to drive continuous improvement
• Develop and maintain subject matter expertise across functional areas of responsibility
• Participate in strategic and tactical planning discussions, be a thought leader on the team

Competitive Candidate Profile
• BA/BS/MS Degree
• 2+ years of relevant work experience in customer support management.
• History working within a software business preferred. Energy industry experience useful
• Excellent interpersonal, communication and consulting skills with all levels of employees
• Proficient in Excel, able to transform data into insights to support business decisions
• Ability to digest complex problems and develop clear solutions
• Familiar with the various capabilities on the team to distribute and prioritize work accordingly
• Knowledgeable of the latest support technologies to drive efficiencies and improve customer experience
• Nimble, able to quickly adapt to changing environments and priorities
• Consistent track record of delivering world class customer satisfaction ratings and employee engagement scores
• Aptitude to challenge conventional schools of thought but at the same time be open to criticism and to be able to learn from failed experiments
• Fluent written and spoken English Required Skills and Experience:
• A basic understanding of software development processes.
• Competence in extracting information from database systems.
• Strong analytical, assessment and problem-solving skills.
• Self-starter, ability to work with limited supervision, multi-tasker
• Genuine passion for technology
• Experience of customer service in an IT/software context
• Experience with sales preferred

Due to the volume of applications, we unfortunately can only respond to successful candidates.

We will not accept unsolicited CVs or approaches via recruitment agencies.

Apply by sending your CV and cover letter to ---@---






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