Customer Support Manager

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POST DATE 8/20/2016
END DATE 11/17/2016

Motorola Columbus, OH

Columbus, OH
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)


CSM is responsible for coordinating and communicating with all internal and external parties on those problems and issues. The CSM manages the escalation process of all issues that require management awareness and/or assistance that may include action plans for resolution, communication with customers and ensuring that established processes are followed. Other duties include managing the change order process for any changes to the Master Agreement, providing customers with monthly reports on performance and alarms. He/she will work with the NOC and SSC to gather and create site specific customer information to ensure Managed Services has accurate and complete information to successfully monitor and manage customer systems

Specific Skills
3+ years customer service / support experience
Customer soft skills.
Basic financial understanding.
Computer skills (I.e. MS Office suite).
Customer Satisfaction mindset.
Business acumen and positive attitude.
Understanding of Oracle / Services Lifecycle tool and Excel.
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written.
Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Experience Required
3 - 5

Basic Qualifications
3+ years customer service / support experience