Customer Service Manager

Description

At OmniAccess we are looking for a Customer Service Manager to work directly with some of our most critical and important clients. Acting as the customer’s technical representative within our organization, they build close relationships with assigned clients and their management teams, ensuring that all client requests and issues are proactively addressed by the operations organization.

Responsibilities

* Proactively monitors customers incidents and outages for escalations if necessary.
* Sets up triage troubleshooting calls with relevant technical resources to resolve issues.
* Acts as central point of contact for escalated issues after hours.
* Helps project management with customer specific projects.
* Helps sales in meetings and coordination.
* Sets up and leads daily meetings with OmniAccess leadership and key technical resources if we the customers have chronic issues that last multiple days.
* Communicates hourly to the customer and internal leadership on updates regarding major issues.
* Available after hours in the event the customer has a major issue.
* Follows up escalations and ensure they are quickly resolved.
* Generate monthly availability and SLA reports.
* Documents and instructs operations teams regarding specific customer processes and requirements when interacting with them.
* Arranges technical training for staff onboard.
* Works closely with sales counterpart and provides technical support during meetings with the customer.
* Makes sure customers have all necessary spare equipment onboard.
* Makes sure all customer information is up to date on all operations systems.
* Coordinates installation and integration of new services.

Desired knowledge and skills

* Excellent people skills.
* Strong communication and influencing skills.
* Ability to interact and communicate effectively with technical and non-technical personnel, including individual contributors up to the senior most executives in the organization.
* Native or near native English speaker.
* Experience leading resources or project management a plus.
* Experience with VSAT equipment


Experience with and knowledge

* Bachelor's degree in computer science, engineering, or relevant work experience.
* 3+ Years’ experience with VSAT and/or LAN / WAN / WLAN network systems a big plus.


Desired qualifications

* Experience with Cisco Networking and certifications a plus.
* GVF VSAT Certifi