Technical Customer Service Manager

hace 8 horas

Bogotá, Bogotá D.E., Colombia INGEPSY A tiempo completo

Estimated salary: $85,000 - $110,000 per year

About INGEPSY

INGEPSY delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that's simple and intelligent, inspiring student success and institutional growth.

Job Description

The Anthology Customer Services team has a proven track record of delivering exceptional services to hundreds of customers around the globe. As Technical Customer Service Manager, you will be a dedicated relationship manager with several elite customers and provide a superior level of customer support, project management, communication, and documentation to the set of customers.

This is a unique and exciting opportunity for a Project Manager with technical and customer support experience to contribute to a rapidly expanding technical organization. Your responsibilities in this role will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within our Managed Hosting Services organization.

  • Acting as the central point-of-contact within Anthology Customer Services for a small set of customers and maintaining day-to-day knowledge of all plans, activities, and status of projects and issues involving customers' hosted environment.
  • Troubleshooting product and managed hosting environment issues to determine the problem root-cause(s); issuing workarounds and solutions.
  • Managing cases via daily queue and workload management and handling escalations.
  • Liaising with internal teams who deploy, configure, and maintain customer environments within Managed Hosting.
  • Conducting systems audit and analysis on the performance of the customer's Managed Hosting environment.
  • Providing second-level support and escalating software defects to Product Development.
  • Focusing on delivering a positive customer experience by actively supporting the customer and keeping them up to date throughout the lifecycle of the case.
  • Undertaking technical and departmental projects as assigned.
  • Maintaining and driving strong process and policy adherence.
  • Coordinating and facilitating regularly scheduled project and status update meetings with customers.
  • Developing detailed planning including Escalation process, Operations Handbook, Infrastructure test and implementation plans.
  • Documenting and providing monthly reports to customers on infrastructure design, hardware inventory, monitoring and management infrastructure, change management logs, and other relevant materials.
  • Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; issuing resolution reports.
Requirements

To be successful in this role, you must have:

  • Fluency in written and spoken English at CEF B2 level or above.
  • Strong knowledge of Linux.
  • 2-5 years of product/project management responsibility envisioning and defining new products and features.
  • Quality conscious with attention to detail in documenting, handling, and tracking technical issues.
  • Trained in product and/or project management best practices and procedures.
  • Understanding of Internet application technologies including HTML, XML, SQL, Java, Internet protocols, networking, firewalls, Apache web server configurations, and security.
  • Excellent interpersonal communication skills.
  • Strong, self-motivated team player who excels in customer service.
  • Professional demeanor with ability to establish and maintain effective business and customer relationships.
  • Demonstrated ability to lead a technical team and manage multiple resources in a high-interrupt environment.
Preferred Qualifications

PREFERRED QUALIFICATIONS INCLUDE:

  • Bachelor's degree in Computer Science or Information Systems.
  • PMP and ITIL or equivalent certification.
  • 3 or more years of experience in technical support of applications in a Linux environment.
  • Knowledge of online Learning Management Systems.
  • Experience managing customers in a hosted environment.

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