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Technical Customer Support Manager – Amazon

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As Blink’s Technical Customer Service Manager, you will focus on all aspects of customer satisfaction and care, supervise our global Customer Service and Technical Support resources, and foster positive relationships with our customers. You will provide and promote excellent customer service within the organization and find unique ways to deal with customer concerns.

Hours: 8:30 am – 5 pm ET, Wednesday – Sunday.

Key job responsibilities
– Help to develop and implement customer service procedures, policies and standards
– Measure customer satisfaction and improve services
– Communicate with customers via phone, email, chat
– Investigate and solve complex customer problems
– Analyze statistics or other data to determine the level of service the team is providing
– Keep open communication with department leadership team to ensure the efficiency of the client services team
– Identifying and eliminating barriers to accuracy, productivity, and quality
– Organizes, prioritizes and schedules work assignments to meet business need
– Manages workforce, develops and maintains staff scheduling and capacity planning

We are open to hiring candidates to work out of one of the following locations:

Virtual Location – FL | Virtual Location – GA | Virtual Location – NC | Virtual Location – SC | Virtual Location – TX

BASIC QUALIFICATIONS

– 3+ years experience as a Technical Contact Center Support Manager
– 3+ years experience with workforce planning and budget management in a Technical Contact Center
– 3+ years experience building teams and employee development plans
– Proficiency in using customer support software and tools

PREFERRED QUALIFICATIONS

– Bachelors degree in Computer Science, Science
– Strong interpersonal, verbal (speaking, listening, interpreting) and written communication skills
– Ability to understand technical issues, but focused on people management and customer satisfaction
– Ability to function in an ambiguous, fast paced work environment
– Experience in consumer focused Customer Service and IOT devices
– Bi-lingual in French, Spanish, German a plus