Customer Support Manager

OpenArc - Empowering Your Career. As a leading IT staffing firm, we are dedicated to connecting talented professionals with your ideal opportunities. We are currently seeking a qualified Customer Support Manager to join our client’s organization and contribute to their ongoing success.

Job summary

We are seeking a highly skilled and motivated Customer Support Manager to join our dynamic and globally distributed team. The ideal candidate will have a strong technical background in Java based applications, excellent communication skills, and a passion for delivering exceptional customer service.

Responsibilities:

• Team Leadership: Lead and manage a team of first-line and L3/L4 customer support engineers. Provide guidance, mentorship, and training to the support team. Maintain a basic understanding of local labor laws for your geographically distributed team. Foster a positive and collaborative team environment.
• Customer Engagement: Establish and maintain strong relationships with customers to understand their needs and expectations. Act as the primary point of contact for escalated customer issues. Work closely with the R&D, Customer Success, and the Sales teams to understand, address and resolve customer concerns.
• Technical Expertise: Gain a deep understanding of the platform to effectively guide your team and assist customers. Collaborate with the R&D team to stay current on product features, updates, and technical specifications. Oversee the operations of SaaS platform, including reporting on SLAs and outages.
• Process Improvement: Identify opportunities for improving support processes and customer satisfaction. Implement and streamline support workflows to enhance efficiency. Establish, monitor, and report on key performance indicators (KPIs) for the support team. Analyze support metrics to identify trends and areas for improvement.
• Training, Onboarding & Documentation: Create and maintain comprehensive documentation, including FAQs and troubleshooting guides, to assist both customers and support team members. Develop and deliver training programs for new support team members. Conduct ongoing training sessions to keep the team updated on product features and best practices.

Requirements:

• Proven experience in customer support, with a focus on java based distributed applications and enterprise middleware products.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Experience in managing and operating applications in one of the major cloud providers.
• Ability to troubleshoot and resolve technical issues effectively.
• Experience in implementing IT Service Management practices and improving support processes.
• Familiarity with Agile development methodologies is a plus.

At OpenArc, we prioritize your career success and strive to build exceptional technical teams for our clients. By understanding your experience and aspirations, we ensure to present you with rewarding and fulfilling opportunities.

As an employee of OpenArc and our clients, you will be eligible to participate in a comprehensive benefits package.

OpenArc is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.