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Customer Support Manager
Minneapolis, MN
Job Description:
ProVation Medical, a Wolters Kluwer Health business, provides state of the
art medical content and point of care software applications to the healthcare
industry. To learn more about ProVation Medical visit our website at www.provationmedical.com. Our
Customer Support department has added this new position to help with our
rapid growth and evolution from an entreprenurial start-up organization to
a more mature support function. The ideal candidate for this position would
be a talented, experienced support engineer with demonstrated leadership
aptitude who is looking for an opportunity to get into a support management
position.
Some of the key responsibilities of this position include:
- Working with the director of customer support to establish departmental
goals and objectives
- Managing a team of 10-12 direct reports including hiring and inspiring
- Identifying individual performance goals that contribute to attainment
of department wide goals and objectives
- Identifying, documenting and implementing industry standard best
practices for support department and interdepartmental activities with
product development
- Monitoring, measuring, and communicating individual performance and
ensuring compliance with best practices
- Working with director of customer support to manage escalated customer
situations
- Identifying and implementing new procedures and tools to increase
quality, productivity and customer satisfaction
Position Requirements:
- Bachelor's Degree in MIS preferred
- Frontline technical support experience in a mature support organization
serving external customers
- Exceptional analytical and technical troubleshooting skill and discipline
and ablility to teach these skills to others
- Ability to lead and inspire a team Strong process improvement orientation
- Strong customer service experience and aptitude
- Ability to develop rapport with co-workers and customers
- Excellent oral and written communication skills
- Ability to remain positive and calm under pressure
This is a great opportunity for the right person to join a fun, dynamic
team and help us grow to new heights!!
Reply to:
Apply online at: http://www.wolterskluwer.apply2jobs.com/
Requisition Number 08-2222
(Job posted 7/1/08)
Sony PlayStation: Manager, Quality Assurance (Consumer
Services)
Job Description:
Sony Computer Entertainment America Inc. (SCEA) markets the PlayStation®
family of products and develops, publishes, markets, and distributes
software for the PlayStation®Portable entertainment system, PlayStation®2
and PlayStation®3 computer entertainment systems, for the North American
market. Based in Foster City, California, Sony Computer Entertainment
America Inc. serves as headquarters for all North American operations and
is a wholly owned subsidiary of Sony Computer Entertainment Inc.
Working with the Consumer Service (CS) Director, the Manager of Quality
Assurance develops, manages and leads the CS Quality Assurance and
control systems and activities, coordinates all consumer feedback surveys
and related reporting.
Responsibilities:
This is a demanding and fast paced position requiring contact center
system and reporting experience. The successful candidate will have
strong consumer service leadership skills, consumer electronic product
service Quality Assurance and analytic experience, excellent
communication and organizational skills and passion to succeed.
Develops, implements, and maintains consumer interaction monitoring
feedback programs tied to quality assurance and coordinated related
report summaries, proposes solutions towards resolving any quality gaps
at any site and/or consumer touch-point (call, email, chat, letter, forum,
etc.).
Manage Quality Assurance (QA) function within the Consumer Service
group and/or provide consultative advice to senior CS management. Projects
have primary impact upon CS goals.
Analyze needs of CS department, perform feasibility studies,
requirements analysis, and prepare management proposals based on
researching best in class quality assurance programs, attending industry
conferences and reading appropriate whitepapers/forum information.
Timely and accurately coordinate all CS reporting needs balanced
with internal (e.g., SCEA executive, department head, management) and
external (SCEI, SCEE, SCEJ, Sony Electronics, MTC, etc.) customer
requirements.
Provides timely updates to CS management towards any material actual
performance deviations against goal/objectives (key performance indicators,
departmental goals, CS Quality Guidelines, etc.) and coordinates meetings
to ensure successful resolutions.
Coordinates all consumer feedback surveys while working closely with
appropriate SCEA (Legal, Marketing, CS management etc.) and other third
party (Sony Electronics, MTC, etc.) staff.
Produce and manage the budget and resources within SCEA and CS goals
and objectives and as related to technology, additions and maintenance.
Interface with other departments through written and verbal
communications to handle all QA support related situations.
Foster communication and teamwork through participation in
inter-organizational teams designed to coordinate Consumer Service with
outside initiatives.
Collaborating with business partners in the SCEA organization to
proactively develop improvement initiatives creating exemplary electronic
customer service for all medium of electronic customer service and
support.
Works closely with relevant SCEA/SCEI groups (e.g., Product Service,
Distribution, Marketing, IDD, Marketing’s Online Community and Network
Platform, Format QA, First Party QA, etc.) and third party groups to
ensure good communication and product updates to lessen risk to SCEA.
Establishing, reviewing/revising clear roles, direction,
responsibilities, and performance requirements/development for the team
and direct report staff.
Assists the Director with budget and resource projections/proposing,
management (tracking, negotiation) and fiscal responsibility for team.
Establishes project management processes, workflow processes,
communication enhancement meetings, and planning sessions for rollout of
new products and new and existing service programs within CS.
Maintains open communication (verbal and written) and approachability
perception for the manager with CS management team (peer managers and CS
Director) and external SCEA teammates, vendor relations.
Leads the team similarly to be perceived as open with communication
and supportive of team’s needs thus ensuring timely and accurate
information flow to the Consumer Service staff.
Meets as needed (e.g., weekly, monthly) with peer CS managers, other
internal customers (e.g., First Party QA, Format QA, Marketing, Legal,
Product Service, etc.), the CS Director, and external SCEA staff to
ensure all goals and objectives are meet.
Requirements:
3 + years of Consumer Service, Quality Assurance and Analytic
management support required.
Direct report (supervisory, manager) development and management
experience. Proven high level management skills in coaching and
facilitating business competency.
3 years proven multi-contact site experience required.
Must able to manage multiple projects and prioritize
responsibilities.
Ability to think globally, utilizes and assesses data contact
reports, and offer alternate options to problem.
Strong experience with developing Quality Assurance and consumer
feedback survey procedures, process flows, preferably with a customer
service call center focus or resolution where possible to implement
inbound program enhancements and efficiencies including performance.
Proven superior world-class customer service skills.
Ability to set specific and timely goals and objectives while also
adhering to CS budgetary needs.
Demonstrated ability to build consensus, establish trust, communicate
effectively and foster culture change.
Demonstrated business acumen, customer awareness and ability to
create value. Proven skills, or ability to quickly learn, break-even
analysis and return on investment analysis for project proposals.
Proficiency with contact center systems (call ACD, email response,
CRM system, knowledgebase, chat, forum and/or moderator support tools)
email applications, MS office (especially Word, Excel, PowerPoint,
Project) Visio and strong internet knowledge.
Consumer Electronics industry knowledge required, online
entertainment/game industry knowledge a plus.
BA/BS required.
Excellent written, verbal and interpersonal skills. Due to the
extensive level of consumer involvement, must have exceptional
interpersonal and verbal communication skills.
Must be able to work in a professional office environment.
Approximately 10-20% domestic travel and 5-10% international travel.
Offering exceptional benefits including Medical, 401(k) with match of
up to 4%, and Annual Bonus Program.
Reply to:
For confidential consideration, please submit resumes via our website
and reference jobcode: SF11492. Submit applications at: www.us.playstation.com/jobs
SonyComputer Entertainment America Principals only please. An EEO.
(Job posted 5/28/08)
Tier 2/3 Support Representative
Job Description:
Tier 2 Support Representative Reports to: Director of Support The ideal candidate will have 2 plus years in technical customer support environment supporting an application. The candidate must be able to prioritize and multi-task in a fast paced, mission critical, customer care centered environment with minimal supervision. This candidate must be able to learn new products on their own. They must be able to work effectively with very technical development engineers in order to resolve a customers issue effectively.
Responsibilities:
- Initially provide technical phone and dial in support to software
business partners and customers in troubleshooting software and hardware
installations, database, performance and operational issues.
- Must be able to work effectively with non-technical customers in
order to have them assist us in defining the problem they are reporting.
- Must be able to take the customers problem and communicate the issue
to a very technical development engineer. Over the next year the candidate
should be increasing their technical understanding and relying less on
development resources to resolve customer issues.
- Take ownership of issues from initial call to verification of
completion by the initiator.
- Document customer problems and resolutions in call tracking system
and knowledge base.
- Assist/support Exit41 field organizations (i.e. Sales, Training and
Installations) through information gathering and technical assistance.
- Assist/support 3rd party vendors, hardware business partners and
Call Center operating partners.
- Assist the Exit41 Product Menu Management team with menu production
tasks (e.g. pricing changes, adding new products to a menu, and propagating
the changes to the customer stores).
- Perform administrative tasks relating to customer contract management.
Experience and Skill Set:
Excellent work ethic with strong follow-up skills
Excellent analytical and troubleshooting skills
Excellent telephone skills
Telephony/PBX experience is a plus!
Microsoft Windows (XP and Windows 2003 in particular)
Make registry changes
System Administration experience
Call Center or Help Desk environment
VNC, VPN, PC Anywhere, Remote Desktop.
Desktop and Computer Hardware
Call Tracking System
Networking
Fast Food or Hospitality industry experience a plus!
Please reply to speterson@exit41.com.
(Job posted 5/20/08)
Technical Support Manager – Digital Records Center
Iron Mountain Digital
Location: Boston, MA
Job Summary:
The DRC Support Manager's primarily responsibility is to drive customer
satisfaction by managing the daily activities of the DRC Technical Support Team.
This includes improving the efficiency and resolution times of resolving customer
issues.
Key Responsibilities:
- Ensure positive support experience for all customers, while creating a dynamic
and creative support team atmosphere.
- Inspire and lead by example through communicating the company's vision and
values to the team to ensure team alignment.
- Assign clear and attainable goals and objectives and manage accordingly.
- Define, track, update and implement department policies and procedures as
needed.
- Prioritizing numerous issues of varying severity, and effectively manage the
resolution of all issues within accepted service levels.
- Provide feedback to Product and Technology teams on products and services at
all stages of the product lifecycle.
- Handle customer escalations and works Engineering and Operations to resolve
issues quickly and professionally.
- Lead weekly Critical Accounts meeting and deliver Customer Advocacy
presentations.
- Provide weekly and monthly reports with analysis to management.
- Providing proactive performance feedback and development of career paths for
all support engineers.
- Work with peers to leverage best practices and understand new trends.
- Ensure that the team is adequately prepared for upcoming releases, systems
and/or procedural changes.
- Collaborate closely with development, marketing, and senior management to
integrate technical support and service efforts with present and future over
company business objectives and customer/partner relationship/retention strategies.
- Support continuous improvement to achieve consistently excellent client and
employee satisfaction.
- Reports to the Director of Digital Support.
Technical Support Experience Requirements:
- 7+ years of managing high performance support teams.
- CRM and Knowledge Base expertise
- Excellent verbal and written communication skills
- Must have strong proven leadership, interpersonal and motivational skills
Technical Knowledge Required:
- Windows 2003, 2000
- Product technical support process and procedures.
Education
- Bachelors Degree in Business Administration or Computer Science or equivalent
experience
Please send cover letter and resume to: john.gniadek@ironmountain.com
(Job posted 5/2/08)
Program Manager, Total Customer Satisfaction
Location: Southborough, MA
Job Summary:
The Program Manager of the TCS (Total Customer Satisfaction) program within Iron
Mountain Digital World Wide Service Delivery is responsible for coordinating and
driving the corporate TCS program within Digital and for coordination of all
customer satisfaction initiatives within Service Delivery. This position requires
a seasoned professional capable of working with all levels of Senior Management
through entry level personnel. This position requires a driven, self starter with
proven skills capable of both promoting and managing the TCS Program.
Key Responsibilities:
- Drive the TCS program within IM Digital, developing and delivering
initiatives that will ensure that TCS is a dominant force throughout the IM
Digital organization. Coordinate the IM Digital TCS program with the IM Corporate
TCS program ensuring that the goals and objectives of the corporate program are
being met by the IM Digital TCS program.
- Coordinate, moderate and invigorate the Digital Customer Advocacy program.
This includes regularly schedule reviews of all "hot" customer accounts,
regularly schedule customer presentations to the customer advocacy team, ensuring
proper follow-up after a customer presentation and maintaining all the
documentation regarding the Customer Advocacy program. Work will include
continuing to expand and improve the Advocacy program.
- Working with the Administrative Assistant for WW Service Delivery, maintain
the Service Delivery QoS dashboard.
- Coordinate the various products' critical accounts lists, and ensure that
appropriate actions are being taken to resolve the customers' issues.
- Perform related duties as required.
Functional Knowledge, Skills and Competencies:
- Five years experience in IT
- Experience with Windows and Microsoft Office
- Sound problem resolution, judgment and decision-making skills
- Project management, team leadership and meeting facilitation skills
- Strong analytical, interpersonal and written/verbal communication skills
- Self motivated, strong work ethic and professional team member
Education
- Bachelors Degree in Business Administration or Computer Science or equivalent
experience
Please send cover letter and resume to: john.gniadek@ironmountain.com
(Job posted 4/23/08)
Sr. Manager, Inside Sales
The Company
OpenTable is the leading supplier of reservation, table management and guest
management software for restaurants. In addition, the company operates www.opentable.com, the world’s most popular
website for making restaurant reservations online. With more than 8,700 customers
throughout the United States, Canada, Mexico, United Kingdom, Germany, France,
Spain and Japan, the OpenTable hardware and software system replaces pen-and-paper
at the host stand. It automates the process of taking reservations and managing
tables, while allowing restaurants to build robust diner databases for superior
guest recognition and targeted e-mail marketing.
For diners, concierges and administrative professionals, the website provides a
fast, efficient way to find available tables that meet desired criteria for
cuisine, price and location at a specified time. Reservations are free and can be
made around the clock. The website is directly connected to the thousands of
computerized reservation systems at OpenTable restaurants. Search results reflect
actual, "real-time" availability and reservations are immediately recorded in the
same electronic reservation book used by the maître'd.
Charter
The Sr. Manager, Inside Sales, is charged with increasing the monetary value of
the OpenTable installed restaurant base by executing sales promotions of additional
OpenTable products and services. S/he will work closely with the inbound support
and Client Relations teams to create consultative selling initiatives and will be
responsible for achieving agreed upon sales goals. The selling work will be done
primarily over the phone, either by identifying sales opportunities during inbound
support calls or by offering appropriate complementary products/service to
customers via outbound calling.
Responsibilities
Design and execute on programs to sell additional products and services
to existing OpenTable customers
Meet or exceed agreed upon sales targets
Work with the Director of Customer Support to implement plans to offer
additional products to customers calling in for technical support (where
appropriate)
With the Director of Client Relations, create a lead-generation process
in which the Client Relations Manager identifies a selling opportunity and
transmits that lead to the direct sales team
Create a channel that enables the sharing of sales best practices from
the field sales team (Account Executives)
Design, recommend, and implement a structure that creates the proper
incentives for sales success without compromising service quality (i.e.
compensation structure, sales contests, recognition programs, etc.)
Incumbent will have direct responsibility for an outbound team and will
work closely with the Customer Support team on programs focusing on inbound
calls
Required Skills and Experience
5-7 years management experience in a direct sales and service capacity
Proven track record in meeting or exceeding aggressive direct sales
targets
Demonstrated ability to recruit, motivate and inspire enthusiastic and
competitive employees committed to customer service
Experience developing compensation plans and recognition programs for
inbound and outbound sales teams
Exceptional communication skills (written & verbal)
Ability to work in a fast-moving, unstructured and changing environment
Strong desire to learn and constantly take on new challenges
Excellent interpersonal skills: tact, discretion and ability to build
credible relationships with management and functional staff from a range of
disciplines
BA or BS degree or equivalent
Reply to:
Contact Joel Brown, SVP, Operations: jbrown@opentable.com
(Job posted 4/17/08)
Senior Manager Customer Support
Location: Southern California
Purpose:
The purpose of this position is to lead and coordinate efforts to create more
compelling and value added support plan services. The primary business objective
of this role is to increase the number of active support plan customers.
This position will research current support industry thinking and trends in the
area of Value Added Services. This Sr. Manager, working with designated resources
in each of the General Manager product teams, will develop plans to transition
current assurance based plans to offers and services that are perceived by
customers as containing greater value and promote greater consumption of our
products.
Another key area of focus will be to work with Product Development to identify
opportunities to “build in” proactive supportability within our products.
Essential Duties and Responsibilities include the following.
Other duties may be assigned.
- Assessment and in depth understanding of current offerings from Support
Operations in the area of Support Services, including all the customer bases
served and their unique needs for support services.
- Obtain knowledge of activities in place at other software industry leaders
and support operations including best practices, methods of implementation, and
resources involved.
- Obtain and maintain in depth knowledge of trends in Value Added Support as
published by professional support associations.
- Work in collaboration with Customer Support, Product Management, Sales and
the Business Reporting Group to build plans for Value Added Services that meet
the needs of our distinct customer bases.
- Constantly monitor changes in available technology and service options as
well as changing customer base needs for Value Added Services, and ensure that
available options are in place to meet these needs.
Qualification Requirements:
To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative
of the knowledge, skill, and/or ability required. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential
functions.
Education and/or Experience:
Bachelor’s degree In Business or Computer Science or equivalent experience.
7 – 10 years experience in Customer or Technical Support
5+ years management experience – preferably in the area of Customer Support
Demonstrated ability to work independently, making progress on key objectives
with minimal day to day direction
Demonstrated ability to work across multiple organizations and levels of
management, utilizing influence (not position) to get clear communication and
understanding of ideas and initiatives
Strong written and verbal communication skills
Strong listening skills
Strong negotiating skills
Strong interpersonal skills
Demonstrated ability to manage multiple activities and/or project management
background
Proficiency in Microsoft Office including MS Word and MS Excel, with proficiency
in MS Project a plus
Please send resumes to:
Frank J. Rich & Associates
frank@fjrich.com
(Job posted 4/16/08)
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