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Customer Service and Support Manager

The CSS Manager leads a team that is responsible for all aspects of the Customer Experience throughout the Customer Life Cycle. The CSS team is responsible for supporting all products across the nationwide network footprint. The CSS Manager position is located in Scottsdale Arizona. We are seeking a highly technical/hands-on CSS manager for our 24x7x365 Operations Center to ensure that our services exceed our customer's expectations in every way. Key responsibilities include managing all facets of personnel, process, training, customer experience and retention.

Responsibilities

  • Manage all facets of personnel, process, training and customer experience.
  • Proactively monitor, report, and maintain level-I/II response, alarm validation, tier-I/II support, and escalation.
  • Ensure adequate coverage (24x7x365) for proactive and continuous monitoring of all network infrastructure, applications and services; ensure quick and effective response to an outage.
  • Hire and mentor a highly technical, self-motivated, customer focused team for Operations Center.
  • Define and document NOC policies, processes and procedures; oversee implementation and use by Technology Operations, and Engineering staff.
  • Triage, and ensure timely response to NOC and Help Desk tickets; ensure accurate and detailed incident tickets, and postmortem analysis.
  • Proactively ensure adequate, ongoing communication and coordination among infrastructure stakeholders regarding projects, problems, and operations issues.
  • Coordinate software deployments, equipment installation and routine maintenance efforts with Technology Operations, Engineering, and Client Services.
  • Meet and exceed SLA commitments as assigned by management.
  • Ability to work three-shift schedule (morning, swing, night), weekends, and travel.

Requirements

  • BS in CS or MIS preferred or equivalent experience, certification and training.
  • Must be comfortable working in a high stress, fast paced environment with shifting priorities.
  • 6+ years' experience with High Availability (HA) 24x7 mission-critical, geographically distributed networks.
  • 4+ years' experience with NOC and management; familiarly with BroadSoft a huge plus.
  • Excellent verbal and written communication skills.
  • Excellent customer service and escalation management skills.
  • Working knowledge of networking concept (OSI, Routing, Switching, Firewalling, VoIP, etc.), and protocols (e.g.: TCP/IP, SIP, RTP, BGP, OSPF, DNS, etc.).
  • Strong knowledge of Adtran Routers and Switch and Cisco Routers, Switches, Firewalls required.
  • Strong knowledge of Windows OS, and Linux (Redhat, Debian/Ubuntu/CentOS)

> Contact us about this position.