IBM Customer Support Team Manager in BUDAPEST, Hungary
The Opportunity :Ustream is looking for a Customer Support Manager to build and manage a team of Customer Success Agents who will work as a part of the global Ustream support team answering support tickets ranging from billing to technical issues. This is part of the global initiative to establish a 24/7 support offering, staffed primarily in Budapest, HU and San Francisco, USA. The team in San Francisco is already established, and the HU team would primarily cover support for European and US East coast business hours. This HU customer support team would be co-located within the same office as the Ustream engineering team.The ideal candidate will be reliable, detailed, a clear and concise communicator, and someone with a passion for helping people solve problems, from simple to complex. This individual must have a technical aptitude, positive attitude, thrive in a start-up environment and be willing to work flexible hours which can include early mornings, late nights and weekends.Responsibilities
Provide day-to-day outfacing customer support via email and phone on issues ranging from simple to complex
Troubleshoot technical and billing issues for customers
File bug reports and assist in QA process for issues reported by customers
Author website FAQ pages and create how-to guides and videos
Communicate and triage issues with various departments and groups
Run reports about types of issues received
Advocate for new features and provide input on product development based on customer feedback
Work with our customers to ensure their success when using our products and services
Available shifts include early morning hours and weekends.
Additional responsibilities as a Team Manager
Provide direct line management and support for the Customer Success Agent group
Coach, groom, and mentor all members of the team
Provide escalated and 3rd tier day-to-day outfacing customer support via email and phone on issues ranging from simple to complex.
Complete and submit Weekly Team Report
Approve CSA time and attendance cards and vacation planning
Organize and oversee efforts for new-joining Agents regarding training planning and tasks
Represent Customer Success Agents during Product/Engineering Sync Meeting, with organized collateral for each meeting
Serve as team advisor and coach for additional practical testing, issue reproducing, and results reporting
Facilitate communication between both Customer Success Managers and Customer Success Agents to troubleshoot live issues and events
Oversee and prioritize Zendesk Maintenance (tags, plan types, macros, Knowledge Base, etc)
Oversee SWAT (bug reporting) process including and CSFR (Customer Success Feature Requests)
Your profile :
Self-starter motivated to succeed with minimal handholding.
Ability to create your own goals and measure progress against those goals.
Comfortable dealing with sometimes hostile or aggressive customers in tense situations over email or over the phone.
Can maintain positive attitude even under stress, heavy workload or frustrating issues.
Flexibility is critical. Employee must be able to adapt quickly in a growing, dynamic company.
Thorough and effective communicator, both over email and on the phone
Must be able to thrive in a fast-paced, deadline-driven, startup environment
Strong aptitude for problem solving and follow-through on issues
Strong desire to learn new technologies
Min. 3 yrs industry related/techn.support exp.
Ability to distill techn. concepts into simple instructions
Exp.using Ustream or comparable video platforms, incl. editing, uploading, tagging and embedding videos.
Basic knowledge of video concepts: Encoding, H.264, uploading, frame sizes,bitrates,aspect ratios
Strong techn. understanding of Mac + Windows operating systems incl.: installing software,accessing control panels,network configuration,system profiles,monitoring CPU usage and troubleshooting basic software and web connection issues.
Familiar with all major web browsers incl. Internet Explorer,Firefox,Chrome,Safari.
Exp. with iOS and/or Android operating systems. Has installed apps and used camera functionalities on phone.
Exp. with Excel + Google Docs.
Exp. with Zendesk, Salesforce, Zuora, JIRA or comparable platforms.
Ability to write out step-by-step guides to walk users through processes.