Manager Customer Support
Job Description
Job title: Manager Customer Support
Company: Epicor
Job description: Description & RequirementsManager, Customer SupportThe Manager, Customer Support is responsible for managing a support team to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer satisfaction.Duties & Responsibilities
- Leads a team of support specialists to provide appropriate and timely solutions to
- customers.
- Diagnoses issues, identifies root cause and implements solutions.
- Works with other support leaders to resolve complex issues.
- Oversees company policies and best practices are applied while giving support to the
- customers.
- Ensures the team is properly trained in company products, tools and constantly learning
- about updates.
- Serves as a resource for solutions to complex issues.
- Responsible for accuracy in the department’s knowledge base articles and FAQ’s.
- Collaborates with sales, marketing and other areas to support customer needs.
- Participates in user meetings, group conferences, etc. to learn about industry trends and
common customer issues to recommend innovative support strategies: Builds strongrelationships with customers to provide overall customer satisfaction andbrand loyalty.Knowledge, Skills & Abilities
- Coaching and mentoring skills to lead a team.
- Ability to consult, lead and deliver complex operational projects involving multiple stakeholders.
- Strong knowledge of testing processes and methodologies; strong technical skills
- Experience working with CRMs and/or issue management toolSaaS or e-Commerce experience.
Qualifications
- 8+ years applicable experience and demonstrated success/knowledge
- 3+ years managing and developing employees
- 3+ years of specialized/industry experience
- Bachelor’s degree (or equivalent experience)
The Global Support TeamThe Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.About EpicorAt Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses-the hardworking companies who make, move, and sell the things the world needs.Equal Opportunities and Accommodations StatementEpicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you-that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.We are an equal-opportunity employer.
Expected salary:
Location: Bracknell, Berkshire
