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Senior Manager, Managed Services

CIELOIT LLC Lubbock ,TX
  • Expired: 26 days ago. Applications are no longer accepted.
Job Description

The CieloCare Senior Account Manager provides support for technical issues and requests and is responsible for performing Tier III support as well as the role of primary contact with the customer on a day to day basis. He or she will work within a team to provide the optimal level of support to customers and is responsible for ensuring high levels of customer service and availability. The successful CieloCare Senior Account Manager will strive to ensure all specifications and client needs are met within established service levels and any KPIs established through special projects.

Key metrics for this position include 1st call resolution, response time, percentage of tickets completed, customer satisfaction index, SLA response compliance, and SLA solution compliance. 


ESSENTIAL JOB DUTIES:

  • Manage escalated issues and requests using service desk platform
  • Provide support to the CieloCare Service Desk Agents by answering technical questions and providing coaching and training if needed
  • Provide information to users regarding cadence of the CieloCare program on a weekly basis and discuss customer satisfaction
  • Manage onboarding for new projects to include configuration of key technology components
  • Manage onboarding for new CieloCare customers to include but not limited to the accurate and timely gathering of all information needed to support each location
  • Coordinate with project delivery for onsite repair work or troubleshooting related to Tier III issues
  • Set up temporary networks for new project pre-sales initiative, to include point of sale equipment and network access, etc.  Once this is not needed anymore, he or she will ensure there is proper takedown or transfer of this technology
  • Ensure SLA’s (Service Level Agreements) are met
  • Monitor and administer customer technology including installing, configuration, and imaging of new equipment and troubleshooting and repair of existing equipment
  • Educate customers on best practices and standards for systems settings, ensuring he or she can speak to corporate/brand standards, as well as industry standards.
  • Assist in creation of standardized processes manuals for internal technical support
  • Assist in innovation of new processes to better serve clients
  • Track and record resolutions of problems for future reference, training, and reporting
  • Update technical skills or obtain certifications as required
  • Represent Cielo values and the Cielo Brand at all times


KNOWLEDGE, SKILLS, & ABILITIES

  • Ability to identify problems and evaluate solutions or alternate approaches
  • Strong written & verbal communication and interpersonal skills
  • Excellent listening skills
  • Ability to assist and train others
  • Ability to read blueprints, schematics, and technical drawing
  • Ability to handle fast paced environment with changing priorities
  • Strong attention to detail
  • Professional attitude and demeanor
  • Outstanding customer service skills
  • Excellent time management

 

QUALIFICATIONS:

  • Bachelor’s degree in IT field or the work equivalent
  • Five years of experience in the IT field, preferably in technology support, solution architecture and deployment operations
  • Two years of experience in A/V preferred
  • Advanced hardware and software troubleshooting skills
  • Advanced networking experience
  • Proficiency in various technology platforms and solutions such as Azure, Active Directory, Office 365, SD-WAN, etc.
  • 7 day a week 24 hours a day availability for support of networks and devices, accessible through a functioning cell phone

 

PHYSICAL REQUIREMENTS:

Must be able to perform the following:

  • Lift up to 50 pounds
  • Stand or sit for extended periods of time
  • View a computer terminal for extended periods of time
  • Stoop, kneel, reach, stand, grasp, lift, carry, push, pull, or move objects
  • Repetitive finger, wrist, elbow, shoulder or neck movement
  • Works in a cubicle or office setting
  • Quiet to moderate noise level

CIELOIT LLC

Address

Lubbock, TX
USA