Job Description

Vacancy details

General information

Organisation InfoVista is an Equal Opportunity Employer. We are committed to the principles of equal opportunity and freedom from any harassment or discrimination for all candidates and employees. We adhere to these in all our hiring, promotion, employee movement practices.

Reference 2022-546

Position description

Category

Technical Support/Customer Service - Customer / Product Support

Job title

Customer Support Manager

Contract

Indefinite term contract

Position start date

05/12/2022

Job description

InfoVista helps fixed, mobile and broadband communications service providers (CSPs) and IT-intensive enterprises improve the customer experience, reduce customer churn and deliver differentiated services, while improving the capital efficiency of their infrastructure. The real-time network intelligence we gather from today's information-rich networks enables them to assure service quality, manage network performance, optimize network configurations, and plan the technology upgrades required to handle future network and service demand.

As a key member of the Global Customer Care team you will contribute to creating a customer-first culture where customer success is valued every step of the way. You will be working in a fast-paced environment and will exploit your management and technical skills along with your inter-personal abilities in order to deliver best-of-class customer care services. The successful candidate will be self-motivated and able to quickly learn new and advanced product-related technologies. The candidate will also possess a combination management, technical and communication skills.

Key Duties:

Manage a team of expert engineers in their field - Line Management and Objectives

Take ownership and handle customer escalations. Drive those issues externally & internally according to defined procedures

Liaise with Support Management team, Development, Product Management, Sales, and other internal groups to ensure timely problem resolution

Monitor our premium customer and liaise with our regional sales and maintenance teams

Keep abreast of new product and technology developments

Key Skills:

Excellent management and teamworking skills

Strong communication skills are key. Handling external customer and internal stakeholders.

Excellent organizational and time management skills, and the ability to work with multiple customers at the same time

Ability to work in a high pressure, fast-paced work environment

Strong problem-solving skills

Good attention to detail

Candidate MUST have:

Bachelor's Degree in Engineering (or equivalent), or higher

At least 5 years' experience in management position

Experience working in a customer facing environment

Experience with CRM systems (preferably Salesforce.com)

Experience working in the Telecommunications Sector

Knowledge of wireless technologies

Proficiency with PC/Server hardware and software

Fluency in English (other languages will be considered an asset)

Profile

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Position location

Job location

America/Carribean, Canada

Office location

Gatineau Office (165 rue Wellington)