Overview
Remote
Depends on Experience
Contract - W2
Skills
Customer Support
Customer Relationship Management (CRM)
Process Modeling
Job Details
Title: Support Process Manager - Customer Support
Location: Remote role
Duration: 6 months contract
QUALIFICATIONS:
- 10+ years of overall experience in technical support.
- 5+ Experience in Process design/modelling.
- Bachelor s Degree, preferably in a technical discipline.
- Experience implementing and maintaining support centers (such as InContact call center); experience working in CRM (such as Salesforce).
- Solid understanding of all Support Processes to deliver world class 24x7 customer support experience. This includes processes like Case Handling, Case Reviews, Follow-the-sun, escalation processes, 3rd party support processes, CSAT/DSAT Reviews, Global queue management, escalations, language support, plus more.
- Experience in use of or defining support processes in a SAAS company like SFDC, ServiceNow, Twillio, Netsuite, Workday, etc.
- Competency with G-Suite products.
- Strong familiarity with one or more of the Business Process Modeling tools like SIPOC, Value Stream Mapping, MS Visio, Lucid Chart, Google Drawings.
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Ability to identify risks and dependencies and put in place plans to mitigate them.
- Able to work in a dynamic, ever-changing environment with a sense of urgency.
DESIRED SKILLS:
- Experience in Identity and Access Management (IAM) and Security space (preferred, not required)
- Six Sigma Green or Black Belt Certification (nice to have)
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