Manager - MBS Product Support
Company: Communications Data Group Inc
Location: Champaign
Posted on: January 23, 2023
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Job Description:
Description:
Manage and direct MBS customer support services in an efficient and
effective manner while providing a standard of excellence that
promotes customer satisfaction, teamwork, and profitability.
Facilitate continued improvements to enhance CDG's products and
services. Maintain high visibility with personnel and both current
and potential customers in a manner that projects dependability,
professionalism, and integrity.
Requirements:
Key Responsibilities and Accountabilities
Manage MBS Technical Support Specialists ensuring customer support
requests are resolved in a timely and accurate manner.
Prepare departmental budgets, production schedules, goals, and
objectives with focus on customer satisfaction and profitability
while providing exemplary support to CDG customers and CDG
personnel.
Assess and monitor training needs for departmental personnel to
ensure all employees are trained at the level necessary to be
equipped to provide exemplary technical support services.
Provide resources necessary for department personnel to function in
the most effective manner possible and stay abreast of developments
with CDG products and services and the telecommunications
industry.
Evaluate and recommend proposed system enhancements based upon
client needs and expectations gathered during customer support
interactions.
Monitor and assist in smooth and effective implementation of agreed
upon system modifications and enhancements.
Establish, define, evaluate, and monitor product support policies
and procedures; identify problems and determine solutions. -
Measure identified support metrics ensuring service level
agreements are met and support performance metrics are tracked and
achieved.
Communicate with appropriate CDG staff and department personnel the
status and progress of projects and tasks to completion and
implementation.
Monitor and evaluate both individual employee performance and
departmental effectiveness, with the goal of continual improvement
and development.
Perform other related duties as assigned to ensure effective
operation of department specifically and CDG.
Qualifications and Skills
Associates degree in business, communications, or computer related
field or experience equivalent to that level of education.
Strong knowledge of SaaS solutions, cloud technologies, IT related
technologies and experience managing a technical support team.
Excellent interpersonal, oral, and written communication
skills.
Experience in supervision and management of both employees and
other resources to achieve standards of excellence.
Extensive knowledge of the telecommunications and IT
industries.
Ability to represent CDG in a manner that exemplifies an image of
integrity, dependability, and professionalism in all business
relationships, both internal and external.
PM22
PI201706202
Keywords: Communications Data Group Inc, Champaign , Manager - MBS Product Support, Executive , Champaign, Illinois
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