Lead, Customer Support - Manchester, United Kingdom - e2open
Description
Lead, Customer Support
Department:
Global Support
Business Unit:
Corporate
Reports:
Manager, Client Support
Direct Reports:
Y
POSITION OVERVIEW
The Lead, Customer Support, is a member of the Global Support Team, responsible for leading a team of customer support engineers working with customers and resellers to manage and resolve incidents and issues relating to our products and integration tools.
RESPONSIBILITIES:
- Ensure delivery of customer service agreements (SLAs) and that agreed service levels are understood, managed, and properly negotiated into service contracts.
- Research and investigate escalated cases and route to the best resource.
- Act as the first point of escalation for customers
- Assists manager in delegating tasks and managing resources.
- Promotes positive communication, encourages teamwork and demonstrates flexibility.
- Manage communication around escalated issues with crossfunctional staff and with customers.
- Attend regular service reviews with customers.
- Drive ongoing requirements for training, documentation, and skill set development.
- Leads by example with a can do, client centric focus.
- Contribute to improving and enhancing existing processes.
- Other tasks and activities as assigned.
QUALIFICATIONS AND EXPERIENCE:
- Enthusiastic champion of delivering an exceptional customer experience
- 3+ years' experience in an operations/client support role.
- Able to work collaboratively across a matrixed Support organization, build trusted partnerships and act with a sense of urgency to make it easier to work with our team.
- Able to recognize process gaps and implement improvements.
- A natural team player with exceptional problemsolving skills and a cando spirit
- Strong strategic and analytical thinking and ability to execute and measure results.
- Familiarity with shipping automation software, the transportation industry, or custom brokerage a plus
- Able to work to deadlines and change priorities and requirements in a busy support environment.
PHYSICAL REQUIREMENTS:
- General office environment and responsibilities requiring:
- Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday.
- Placing and receiving phone calls.
- May require some travel as needed.
- E2open participates in the Everify program in certain locations, as required by law._
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