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Client Support Manager (Remote)

Rockville, MD | Full Time | Remote
18 Days Ago

Job Description

Who We Are


For the last 40 years, OCR Global Trade Management has been the leader in Governance, Risk, and Compliance (GRC) for international trade. OCR’s unique EASE software suite automates the supply chain processes, making trade faster and simpler. We help our clients with all the regulatory issues that could impact their business profits. OCR has successfully simplified the export and import compliance processes of Fortune 500 companies. Our clients span diverse industries and include leading organizations in Aerospace & Defense, Electronics, Computer Hardware & Services, Banking, Insurance, Finance, Pharmaceuticals, Chemical & Petroleum, Federal & State Governments and many more.


About the role


The Client Support Manager is responsible for managing the global Helpdesk to ensure correct service levels are achieved 24/7. This individual will provide mentorship and direction to the Helpdesk team while maintaining excellent customer service standards tracked by service level agreements. The successful candidate will manage team expectations, performance monitoring, and staff development for a Helpdesk team that is distributed globally. Additionally, the Client Support Manager will generate, provide, and track key performance indicators across the team to ensure pre-defined SLAs are met, evaluated, and utilized to lead the team towards continuous improvement.  The ideal candidate will enjoy creating processes and thrive in an unstructured and fast-paced environment. They will also appreciate the challenges of working on intercultural teams with diversity of thought within the country and around the world and can use their excellent written and verbal communication skills to collaborate with team members of all backgrounds.


Duties and Responsibilities


  • Demonstrate an unwavering and intimate knowledge of the company’s platform, policies, and procedures. 
  • Supervise, provide direction, and develop Helpdesk Analysts and Team Lead(s) to drive consistency on client communication standards and ensure top-quality solutions are available to the staff.
  • Take a global approach to hiring and retaining top-tier talent to support and expand our organization.
  • Set a tone of professionalism, customer service, and expertise to encourage staff to take smart risks, and build their skills.
  • Advise management on situations that may require additional client support or escalation.
  • Ensure adherence and promote best practices for compliance and legal requirements.
  • Lead, implement, and standardize best practices for the Helpdesk function with a focus on continuous improvement.
  • Oversee customer requests, incidents, and problems while developing and maturing ticket escalation processes to ensure free-flowing escalation and information within the organization.
  • Manage and coordinate urgent and complicated support issues and act as an escalation point for all requests and incidents.
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Analyze user support statistics and other data and give thoughtful feedback to business partners and IT counterparts to improve services before problems happen through analysis of support provided.


This list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities as needed.


Requirements


Education/Experience:


  • Bachelor’s Degree in Information Systems or related background preferred.
  • US citizen or green card holder – We are unable to sponsor Visa holders at this time.
  • 6 years of related experience in the Information Technology industry.
  • 2 years directly leading 1 or more technical support teams.
  • Experience working both independently and in a team-oriented, collaborative environment is essential.
  • Experience navigating evolving work enviornments a plus.


Knowledge Of:


  • ITSM Tooling experience preferred
  • O365 Product Suite
  • Vision HelpDesk Platform (or other similar HelpDesk Ticketing solutions)
  • Trade Compliance Industry & Associated Regulations (Preferred)
  • ITIL Processes and Procedures


Skills/Abilities:


  • Strong customer service and relationship skills required.
  • Strong problem-solving and process improvement skills.
  • Ability to maintain a high degree of professionalism in challenging, intercultural, and fluid environments.
  • Strength in evaluating critical paths, prioritizing workflow, and determining solutions.
  • Strong work ethic with an emphasis on attention to detail.
  • Ability to manage time effectively and remain flexible during times of change to react to project adjustments and alterations promptly, efficiently, and positively.
  • Ability to elicit cooperation and defuse tension with colleagues and partners.
  • Must be adept at conducting research into project-related issues and products.
  • Must be able to learn, understand and apply new technologies.

 

Benefits


  • Competitive salary commensurate with experience.
  • Insurance: Medical, vision, dental, short and long-term disability.
  • 401(k) Retirement Investment Plan.
  • Competitive Paid Time off.
  • Opportunities to jump into a startup at a moment of growth and transition with the opportunity to own your work and contribute to the growth.
  • OCR values your family and time spent outside of work. This role may require you to work flexible hours, including weekends and evenings if critical issues occur but expect that you balance your time to ensure a healthy work-life balance when these odd hours are necessary (about 5-10% of the time).