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Support Manager in Irvine, CA at Vaco

Date Posted: 2/6/2018

Job Snapshot

Job Description

The Support Manager is responsible for implementation and execution of eSupport strategies that include channels such as voice, chat, email, learning management, knowledge base, eCommerce, forums and CRM. Other responsibilities include web self-service and other service enabling technologies.

Roles and Responsibilities:

  • Responsible for implementing the overall objectives and deliverables to ensure that strategic goals are met.
  • Collaborate with cross-functional teams including resulting in eSupport improvements and project success.
  • Develop test plans and execute testing activities of eSupport projects.
  • Tune content and web tools that will inspire web visitors, driving an increasing rate of return visitors that use web self-service while resulting in an overall positive customer experience. Manage the user experience to provide consistency, simplicity, and value in self-help channels.
  • Implement high-quality Support self-service tools to be leveraged by customers to diagnose and resolve issues.
  • Proactively promote eSupport business directives with Engineering, QA, IT, Marketing, and Sales resulting in product supportability improvements and increased customer satisfaction.
  • Establish and maintain constructive working relationships with internal business leaders/stakeholders, internal and external
  • Technical Support resources on assigned projects, working toward common business objectives, timeliness, and quality delivery.
  • Balance multiple priorities and deadlines.

Requirements:

  • Bachelor's degree or equivalent work experience.
  • Minimum of 5 years of experience technical project management experience with a focus on product support.
  • Minimum of 5 years of experience deploying, managing, and maintaining service enabling technologies of the following: Salesforce Service Cloud, chat, remote support, voice, email, and web self-service.
    Strong analytical and problem solving skills.
  • Strong project management skills including planning, scheduling, prioritization, tracking action items, and project communication.
  • Ability to work with global teams and time zones.
  • Ability to work in a fast-paced environment, superior time management skills, ability to prioritize work, and focus on generating business results.
  • Attention to detail with excellent organizational capabilities.
  • Excellent interpersonal, verbal, and written communication skills.
  • Contribute toward a culture of customer centricity and continuous improvement.
  • Focused on generating measurable results.
  • Experience with third party outsourced vendors highly preferred.