Customer Support Manager

Uruguay, Uruguay; Quito, Ecuador

Join Netcracker Technology, a wholly owned subsidiary of NEC Corporation, to work for 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, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

Position Summary:

Netcracker is looking for a Customer Support Manager to support our operational success and client facing aspects of Managed Services and Production Support engagements primarily in Uruguay.  Utilize 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.  

 Principal Duties and Responsibilities:

  • Design, develop and manage end-to-end support process, based on customer specifics and requirements from other support and business user groups involved in the process;
  • Upsell CR/Support services;
  • Plan department budget and resources; keep department within the allocated budget; find resources to execute on time and on budget without compromising quality;
  • Manage internal and external communications on an executive level, carry out meetings, escalation phone calls, emergency conferences, support presentations;
  • Participate in support and maintenance sales cycle (meetings with customer management and support representatives, development of presentations, work on requests for proposal (RFP/RFI), evaluate resources and costs for support services, draft and review service contracts, etc.);
  • Work with senior and top management on support and maintenance related questions;
  • Hire and maintain the technical support team
  • Train the team in the products, solutions and customer communication skills, coach, transfer knowledge and improve department and company processes

 Experience Required

 

  • 5+ years progressive experience in the customer support field, requiring solid technical skills and knowsledge of OSS/BSS implementation projects
  • 3+ years of management experience

 Skills:

  • Spoken and written English; Spanish is a plus
  • Excellent communication skills and interpersonal skills;
  • Ability to assume a leadership role; owning the job;
  • Strong troubleshooting and problem-solving skills; quick learner
  • Consistently sound level of judgment and professional conduct
  • Ability to multi-task, work under pressure, meet challenging deadlines
  • Knowledge of SW development/implementation methodology
  • Knowledge in OSS/BSS solutions is a plus

Education:

  • Higher Technical education

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