Tier 2 Customer Support Manager

7 months ago

Saskatoon, Canada Sell Cell Full time

Red Wireless is one of Western Canada's exclusive Rogers retailers. Thousands of customers make Red Wireless their home for wireless solutions. Many more would like to, and that’s where you come in. You’re a visionary to help make it happen. Your confidence in our products and solutions will shine in clear, knowledgeable persuasive communications. We offer the best service to our customers and offer the experience and tools to help exceed your career goals. We want employees who are confident and well trained to deliver the most outstanding results.

**SUMMARY OF POSITION**:
To provide an excellent online customer experience that is unique and innovative. Establish and manage relationships with customers so they feel confident that you, and Red Wireless will always fulfill their needs in a timely manner.

**WHAT WE OFFER**:

- Competitive compensation
- A proven Support process and training program with the support you need to succeed
- Opportunities for advancement and career growth
- A fun, dynamic team

**ARE YOU THE PERFECT CANDIDATE?**
- Minimum of 3 years of experience in customer support roles within the telecommunications industry, with at least 1 year in a leadership or management role.
- Work well alone
- Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve performance goals.
- Strong understanding of telecommunications products and services, including voice, data, and wireless technologies.
- Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to customers and team members.
- You are proficient in basic computer programs such and Windows and Microsoft office.
- You have a strong technical aptitude (capacity to learn new systems) with a passion for technology.
- You have a knowledge of the Rogers suite of products and services and/or telecommunications customer support experience is an asset.
- You are dedicated to the provision of exemplary service and consistently take the initiative to go above and beyond to ensure customer satisfaction.
- You have extensive experience in managing support operations, excellent problem-solving skills, decision-making abilities and a strong understanding of telecommunications systems.
- Above all, you are driven, goal orientated and organized

**KEY ACCOUNTABILITIES/ MAJOR JOB FUNCTIONS**:

- Manage relationships online, Online customer support and provide support to our customers.
- Responsible for overseeing the resolution of complex customer's issues, providing guidance to support staff, and ensuring the highest level of customer satisfaction.
- Lead and manage a team of Tier 2 customer support agents, providing mentorship, guidance, and support to ensure the team meets or exceeds performance goals.
- Serve as the primary point of contact for escalations from Tier 1 support and coordinate with other internal teams, other external agencies, to resolve issues promptly.
- Own the resolution of customer issues and resolve with urgency and good judgment.
- Monitor key performance metrics, such as a call resolution rate, average response time, and customer satisfaction scores, and implement strategies to improve performance and efficiency.
- Act as a Rogers Ambassador by professionally representing the organization in accordance with the value standards.
- Work closely with the Training Department to develop and deliver training programs to enhance the technical skills and product knowledge of support staff, keeping them updated on the latest telecommunications technologies and best practices.
- Identify opportunities to streamline support processes, improve efficiency, and enhance the overall customer experience.
- Analyze customer feedback and survey data to identify trends, root causes of customer issues, and opportunities for service improvement, and implement corrective actions as needed.
- Collaborate with internal teams and external vendors to escalate and resolve technical issues, ensuring seamless communication and resolution for customers.
- Promotion of Red Wireless as the key destination for all wireless needs.
- Maintain an expert level of Rogers products, services, promotions, policies and industry knowledge.
- Actively participate in Rogers training and coaching sessions as required. (Trello, FastTrack Training etc.)
- Maintain a high level of customer service and remain professional at all times.
- Maintain a positive attitude about your work environment and the organization.

**PERFORMANCE EXPECTATIONS/ JOB OBJECTIVES**:

- To provide an excellent customer experience always
- To complete the required amount of work daily
- To work at a rate of speed and accuracy in accordance with agreed standards
- To complete the required work in accordance with scheduled deadlines
- To master the skills and obtain the knowledge necessary to complete your work
- To minimize mistakes and make efforts to learn from them in order to

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