Do you thrive on helping others? Do you a passion for innovative technology? Are you interested in a career where you’ll make a difference in the way thousands communicate? The Fuze Customer Support Team is rapidly evolving and adapting to take on new customers and support an industry-leading Unified Communications as a Service (UCaaS) product suite. Our Customer Support Managers enable their teams to exceed our customer’s expectations.
The Premium Support Program at Fuze is built to support those customers who are looking for higher-touch services and a closer working relationship with Fuze. As a Service Delivery Manager in this team, you will work to ensure we exceed our customer’s expectations by assuming a combination of responsibilities focused on delivering services to our Premium Accounts and collaborating with the larger Support organization to ensure high customer satisfaction and success.
Function as your customer’s technical point of contact and advocate within Fuze
Proactively monitor and manage your customer’s open Technical Support cases by:
Ensuring cases are on track and in good hands at all times
Escalating as needed to keep things on track
Managing some portion of the customers cases directly (depending on the account needs)
Host regular meetings with your customer to
Review and prioritize open cases
Review cases closed since the last meeting
Keep an eye toward spotting trends or big picture issues
Regular Metrics review with customers
Be the voice of the Customer to:
Maintain a Detailed Understanding of Customer Environment and Document Customer Details for Internal Knowledge Sharing, including:
Customer needs, configurations, and environment
Special MACD requirements
Manage critical account data points within CRM
When is the next migration?
When is the next site move/go-live?
What are the long-term business plans of the customer?
Compiling Aggregating, and Submitting Feature Requests
Working hours include covering the customer’s primary region (typically HQ) with business hours coverage
This is an individual contributor role focused on managing up to four paid-support accounts
Qualifications - Required:
BS or BA degree or relevant work experience
3-5 years Customer Service related experience
2 years technical systems management experience
Strong verbal and written English communication skills
Organizational & analytical skills, ability to plan, track tasks, and deliver on agreed to timelines
Qualifications - Preferred:
Proficiency with Linux (and/or other Unix), and familiarity with the command line is preferred
Proficiency with languages other than English is a plus