Manager - MBS Product Support
Company: Communications Data Group Inc
Location: Champaign
Posted on: January 27, 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 AccountabilitiesManage 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 SkillsAssociates
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.PM22PI201706486
Keywords: Communications Data Group Inc, Champaign , Manager - MBS Product Support, Executive , Champaign, Illinois
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