Manager, Customer Support Job in Burlington 01803, Massachusetts Us
At Nuance Communications, everything we do is focused on developing the most human, natural, intuitive ways to use your voice to take command of information. Our people and our technology have pioneered the highest functioning speech software in the world, ceaselessly perfecting the ability for machines to recognize and emulate the human voice. We design and deliver technologies that intuitively link man, machine and the global storehouse of knowledge to help companies and consumers work seamlessly and intelligently with the world.
Manager, Customer Support-Imaging Division
The Manager, Customer Support is vital to the direct relationship of the eCopy support partner, customers and team. The ability to develop policies and maintain the highest level of support is integral to the position with demonstrated ability to adapt and be collaborative with cross-functional organizations.
- Manages the Customer Support team on all eCopy items that are reported via phone, email or tickets
- Works with IT on Track-It tickets and escalates and provides supporting documentation as needed
- Develop new processes/enhancements to increase efficiencies geared towards providing a positive customer experience
- Determines and maintains the SLA required for all customer support items; develops/reviews team's KPIs and increase service levels
- Develops an escalation process to address high priority tickets, customer requests, installation issues related to keys etc.
- Manages the renewal process and maintains the WW accepted and agreed upon SLA
- Prepares training program for the team and documents processes and procedures that are consistent with Nuance protocol to include FAQs, Tech Notes, internal training manuals and development of new hire training materials
- Develops and schedules webex meetings (as needed) with Sales and TCs on items that affect the selling process such as key consolidation, swapping of keys etc.
- Becomes the "expert" in all things eCopy Support related items
- Liaise with Technical support and develop a collaborative relationship
- Participates in all testing with IT on any tickets, process etc. to ensure they are released and used correctly'
- Develops a "best in process" organization that is partner/customer focused
- Develops reporting structure within RightNow to manage tickets, develop trends, and maintain SLAs
- Participates in partner calls/meetings to maintain strong, positive relationships
- Assists in integration projects where applicable
- Knowledge, Skills, and Abilities:
- Strong customer focus leadership skills with knowledge of support tickets/calls.
- Must possess experience developing SLA, processes and procedures utilized by a Customer Support center
- Experience with Oracle and RightNow systems or a large CRM system is a plus.
We offer a competitive compensation package; including stock options, employee stock purchase plan, 401(k), full health and welfare benefits and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our fast growing track of continuing success. Nuance is an Equal Opportunity Employer.
