Technical Customer Service Manager -Telecom

  • Dallas, TX
  • Posted 1 day ago | Updated 23 hours ago

Overview

On Site
Full Time

Skills

Customer Service
technical and delivery support

Job Details

Job Title: Technical Customer Service Manager

Mimosa, a wholly owned subsidiary of Radisys, is looking to hire an experienced Technical Customer Service Manager . The successful candidate will manage various customer accounts, including related support activities. This role supports a global organization, and this individual will have tasks where time constraints should be considered; work schedules should be flexible.

The Technical Customer Service Manager will have responsibility for our global technical support and delivery team, located in the US, South America, and Turkey. Focusing on supporting Mimosa's global deployments with some of the world's largest telecom companies and enterprise customers.

Duties and Responsibilities

  • Manage and develop a globally diverse team of technical support engineers.
  • Responsible for technical customer support resource planning to ensure we are available 24/7.
  • Work daily with the Team and internal stakeholders on the management of support tickets, backlogs, and customer escalations.
  • Responsible for the management of customer technical support dashboards and metrics
  • Prepare support analytics and present to internal stakeholders and customer meetings as required.
  • Work closely with Engineering, Product Management and Supply Operations to proactively prevent and resolve customer escalations.


Required Experience and Skills

  • Bachelor's degree in computer science or a related field, or the equivalent work experience.
  • 7 + years customer service, technical and delivery support
  • Experience with broadband/fixed wireless access technology is recommended, but not required.
  • Prior management experience leading a team of technical support engineers
  • Proven track record in a fast-paced, dynamic environment
  • Proven self-starter with critical thinking skills, out of the box thinker and continuous learner
  • Excellent project management skills with ability to manage multiple projects.
  • Superb verbal and written communication skills with all levels within an organization
  • Must be comfortable rolling up their sleeves and participating wherever needed.
  • Microsoft Office Suite. Must have strong Excel skills.
  • Travel up to 10%.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.