Customer Support Manager Lisbon, Portugal; Madrid, Spain
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Posted on: March 19, 2018

Customer Support Manager

Lisbon, Portugal; Madrid, Spain
Netcracker Netcracker Careers logo

If digital transformation, next generation technology and growth opportunities excite you, then apply to join our Netcracker Technology team.  Our culture and collaborative work environment are the keys to our success. 

What’s in it for you?

Here you will work with the best in class global teams, earn a competitive salary and contribute to the largest digital transformations happening around the world. 

We offer a wide range of outstanding benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave. We are an equal opportunity organization, and we are growing!

Position Summary:

As a Customer Support Manager you are primarily responsible to support our operational success and client facing aspects of Managed Services and Production Support engagements. Working with industry standards such as ITIL to establish standardized operational processes to realize efficiencies and increased ability to achieve SLA’s and ultimately customer satisfaction, driving further opportunities within existing Netcracker accounts.  

What will be your responsibilities?

  • Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements.
  • Improving operational management systems, processes and best practices that guarantee organizational well-being.
  • Monitoring and analysing the current system operations to check it’s effective and working out a strategy for improving (if necessary).
  • Managing day-to-day activities, analysing statistics and reading and writing reports.
  • Liaising with other team members, including interacting with managers of different areas of the organization, presenting findings to stakeholders and higher management as well as training and supervising new employees and tracking and measuring staff performance.
  • Planning and controlling change.
  • Managing quality assurance programmes.
  • Researching new technologies and alternative methods of efficiency.
  • Setting and reviewing budgets and managing cost.
  • Overseeing inventory, distribution of goods and facility layout.

What experience and education do you need for this role?

  • Proven work experience as operations manager
  • Adequate knowledge of organisational effectiveness and operations management
  • Budget development and oversight experience
  • Familiarity with business and financial principles and practices
  • Working knowledge of budgets, forecasting and metrics
  • Basic IT skills (databases, MS Office etc)
  • Ability to effectively communicate with all levels of the organisation
  • Leadership and organisational skills
  • Must be able to speak Spanish and/or Portuguese

Education

Degree in related field

Who is Netcracker Technology?

We are a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, analytics, virtualization and 5G mobile networks. With an unbroken service delivery track record of more than 25 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

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For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Netcracker’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

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