Job title : Customer Support Team Manager
Location : PGi office, Clonakilty, Co. Cork or Remote working in ireland
Hours : 3.30pm to 12pm GMT Monday through Friday (with flexibility based on business requirements)
The successful candidate will be responsible for managing teams engaged in Tier 1 and Tier 2 Customer support. Core responsibilities entail delivering best in class service to customers and developing processes and support services in the technical support area aligned with PGi corporate strategy.
Key Responsibilities :
Manages operational support functions including email, chat, phone support and ticket queues.
Supports a productive team environment and effectively motivates team members.
Interacts across all PGi functions to co-ordinate resolution on Software support open issues
Ensures that deadlines are met in all requests for support from both internal and external customers.
Conducts virtual meetings with the customer as required.
Maintains oversight of new Software customers and ensures positive first time use of Software products.
Responsibility for delivery on strategic Software projects. Develops and implements work plans, establishes timetable for completing various project requirements and coordinates resources to ensure project policies and procedures comply with project success criteria.
Gives direction, facilitates and reviews team and project deliverables for standards, consistency & quality.
Plans, coordinates, and facilitates various support-related meetings, workshops and seminars relaying information and providing assistance to those serviced by the products.
Works with Senior Management to develop and implement continuous process improvements for internal operations.
Provides regular status updates / flags risks to senior management team & other stakeholders as required.
Performs other job-related duties as required.
Candidate Profile :
Degree / Certificate or Diploma in Computing / MCSE(Microsoft certification) / Cisco certification desired
Two years’ experience in a technical support or remote desktop support role highly desirable
Ideally skilled within the project management field
Lean Six Sigma desired but not essential
Ability to effectively prioritise workload to meet challenging and tight deadlines is essential.
Strongly customer focused
Ability to interact effectively and with confidence with Senior Management.
Self-starter. Must be able to work proactively, independently and with little direction.
Strong leadership skills
Excellent communication and presentation skills are essential for this role.
Ability to succinctly define problems and create solutions effectively and efficiently.
Excellent organisational, decision-making, problem solving and negotiation skills.
Excellent Time-Management skills.
Ability to produce high quality and timely deliverables within time constraints.
Ability to work under pressure and deal positively with difficult situations is essential.
Flexible and adaptable.
Accountable and trustworthy.
Attentive to detail / accuracy of work.
Analytical and numbers literate.
Discreet understands the importance of confidentiality in the job.
Ability to travel as required for business purposes.
Key Technologies :
Extensive knowledge of Windows Operating Systems, Internet connectivity, and a demonstrated knowledge of networking and PC hardware configuration.
Extensive knowledge of browser configuration of Microsoft Internet Explorer, Firefox, Chrome and others.
Understanding of server architecture, network security, proxy servers and firewall configuration.
Microsoft Windows - An in-depth knowledge of current Windows versions is required
Adobe Connect, WebEx, Microsoft Live Meeting
Proficiency with Microsoft Office software.
PGI BENEFITS :
We’re not a one-dimensional place to work. Sometimes we’re very serious, because we take our business seriously. Sometimes we’re playful, because we have so much fun with what we do.
A few things we consistently are :
Proud to be PGi
We offer you :
Competitive base salary
Career opportunities with a leading Global employer
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