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customer support



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\nWe are looking for a dynamic Customer Support Manager to join our team of highly skilled support professionals. Aureas ambition is to be a radically different enterprise software company that empowers our people to challenge convention every step of the way in delivering success for our customers. You will work on cutting edge technology in our fast paced and constantly dynamically changing global company. \nYou have the opportunity to be part of the team that drives improving virtual support center of excellence with innovative ideas and approaches, all from the comfort of your own home. \n\n \nPRIMARY RESPONSIBILITIES: \n * \nBe part of the Support management team to define the Aurea Customer Support strategy \n * \nLead and drive Support internal projects \n * \nDrive innovative changes that improve support-related processes. Identify and address any gaps in internal tools and processes \n * \nEncourage proactivity, self-sufficiency and outside the box thinking within the teams \n * \nCoach and mentor teams and team leads \n * \nReview team results and metrics and provide appropriate feedback to teams and team leads \n * \nLead hiring of new team members and ensure the teams stay within cost structure \n * \nLead the integration of newly acquired support teams into Aurea (e.g. support offerings, team structure) \n * \nRegular communication to team leads and teams to ensure their engagement and motivation \n * \nLead the team by example \n * \nDefine personal goals including career path and growth and conduct regular one on ones to review ongoing performance. \n * \nCoordinate global team resources to provide 24/7 support ( time zones, vacations, holidays ) \n * \nAct as point of contact within the escalation process for all critical issues \n * \nDrive productivity and performance to overachieve on Aurea Customer Support goals (e.g. metrics, SLAs) \n * \nProvide regular reports to the management team on productivity and performance \n * \nBuild relationships with cross functional teams \n * \nCollaborate with the Development team on customer issue prioritization \n * \nManage difficult customers effectively and professionally \n * \nDemonstrate an increasing level of customer care skills \n * \nReview cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting \n * \nEnsure support communication is professional and useful to customers at all times, delivering service that provides value and contributes to the customers success \n * \nIdentify and address knowledge gaps, ensure common understanding across the team \n \n

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