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Customer Service Manager
Ref No.: 18-10364
Location: El Segundo, California


Office:
El Segundo office


Point of contact for assisting Customer Support Teams in SEA and EU with technical issues, payment disbursements, FAQs, and general troubleshooting. In addition, this person brings fresh ideas to the team and identifies ways to enhance the success of their department. Duties And Responsibilities
§ Manage the processing of incoming calls to the help desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
§ Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all support functions.
§ Establish and enforce help desk service levels agreements (SLA) to establish problem resolution expectations and timeframes. •
§ Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
§ Monitor and test fixes to ensure problems have been adequately resolved.
§ Track and analyze trends in help desk requests and generate statistical reports. • Assess need for system reconfigurations (minor or significant) based on request trends and make recommendations to management team. • Identify, recommend, develop, and implement help sheets, user guides, FAQ lists, and training programs to increase end user computer literacy and self-sufficiency.