Manager - MBS Product Support

Company: Communications Data Group (CDG)
Location: Champaign
Posted on: January 24, 2023

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 PI201706301

Keywords: Communications Data Group (CDG), Champaign , Manager - MBS Product Support, Executive , Champaign, Illinois