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The San Francisco Korean Language, Culture and More Group Message Board › Customer Support Manager - San Jose (2 positions)

Customer Support Manager - San Jose (2 positions)

Varun L B.
user 34614912
Rocklin, CA
Post #: 20
The Customer Support Manager is a multifaceted role requiring hands on triage, escalation and resolution of customer’s issues. As the representative for the customer, you will be relentless in seeking prompt resolution of customer’s technical issues. Your technical aptitude will enable you to properly assess customer issues and assign them to the team that will most effectively resolve them.
In addition to resolving customer’s issues, you will work to define new processes and procedures to improve the effectiveness of the Customer Support. Your ability to project manage the implementation of customer support improvements across cross functional groups and international offices will result in better customer experiences. An innovative spirit, collaborative demeanor and unrelenting “can do” attitude will enable you to excel in this position.
Duties and Responsibilities:
• Serve as Tier 2 Technical Support for growing line of Samsung media service offerings
• Evaluate, diagnose, troubleshoot and triage customer issues to proper team for resolution
• Track open tickets and follow up with responsible party to ensure that issues are resolved in a timely manner that exceed customer’s expectations
• Collaborate with technical subject matter experts to determine root cause of issue
• Recognize pattern and root cause/sub-root cause analysis and define process improvements that will enhance customer experience
• Ultimately responsible to investigate customer’s long-standing or complex problems and drive resolution
• Communicate politely and patiently with Tier 1 Customer Service Representatives and Samsung software development teams by email, letter, face to face, and telephone
• In rare instances, the Customer Support Manager may communicate directly with customers to better understand customer issues
Required Skills and Experience:
• Passionate about making happy customers through exceptional service
• Adaptive and flexible to changing technologies, processes, and environments
• Confident, patient and empathic in respect to customer issues
• Possess excellent motivational, listening, and problem-solving skills
• Have the ability to produce creative ideas to enhance customer service standards and processes and follow through on implementation
• Excellent computer skills to work with several trouble ticketing, bug tracking and reporting tools
• Highly proficient in use of Microsoft Excel and Word
• Collaborative team player with a “can do” first attitude
• Notable accomplishments in improving customer service processes
• Have the ability to work under tight deadlines and strict situations
• Persistent with following up on unresolved issues on a day to day basis to make sure no customer issue goes without timely resolution
• Possess sound knowledge of customer service planning concepts
• College degree or skills commensurate with skill requirements above
Additional Desired Skills:
• Fluent in Korean language (speaking, reading and writing)
• Ability to shift work into evening hours to partially overlap with Korean HQ office hours
• Program management/project management prior experience

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