Information Technology Support Manager

Akkodis is seeking a Customer Support Manager for a Direct Hire with a client in Boothwyn PA. The ideal candidate is responsible for Customer/Technical Support, Salesforce programming is a plus.

Salary Range: $55K-60K/Annum Benefits, The pay may be negotiable based on experience, education, geographic location, and other factors.

Supervisory Responsibilities

• Hires entry-level customer service employees.
• Provide direct supervision of the technical support staff which may include schedule creation / adherence, discover training needs / provide coaching, and disciplinary actions.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Handles discipline and termination of employees as needed in accordance with company policy.
• Be the point of contact when it comes to escalations.

Roles & Responsibilities

• Oversee the day-to-day operations and performance of the Support Team.
• Monitors and reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Support or other appropriate staff.
• Provide support where needed for both internal and external customers.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Monitor team performance and conduct quality control to reduce errors.
• Provide expert technical support to dealers and end users.
• Performs other related duties as assigned.

Qualifications:

• Prior Customer Support Experience.
• Bachelor’s degree preferred.
• Excellent communication skills and the ability to professionally communicate with customers over the phone and in written communication.
• Extensive computer hardware and software knowledge.
• Ability to proficiently troubleshoot technical hardware issues (preferred).
• High attention to detail with the ability to learn on the fly.
• Friendly professional personality with ability to keep composure during difficult calls.
• Experience with Salesforce a plus.

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at Govind.Choudhary@akkodisgroup.com.

Equal Opportunity Employer/Veterans/Disabled

Benefits offerings include but are not limited to:

· 401(k) with match

· Medical insurance

· Dental Insurance

· Vision assistance

· Paid Holidays Off

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance