Set specific goals and objectives for the team based on customer support KPIs
Organize scheduling to ensure adequate coverage for all three shifts
Monitor real-time operations, assign tasks and responsibilities, and provide direction to the team
Create and manage databases and systems for product information and common customer queries
Support the implementation of system improvements in Salesforce and other reporting, tracking and database tools
Ensure the smooth escalation and handover of customer support tickets
Maintain relationships with leaders across the organization to ensure seamless coordination
Monitor and control expenses in line with the Global Customer Support departmental budget
Implement and monitor adherence to procedures, systems and tools to ensure seamless coordination and customer satisfaction
Develop and implement incident response protocols to handle emergencies effectively
Respond to escalated customer issues and provide solutions

Minimum of three (5) years of experience in the electric power systems industry
Minimum of three (5) years experience in operations, customer service and/or engineering with success in customer-facing support services
Prior experience in a supervisory or lead role with a grasp of basic management approaches
Hands-on experience with monitoring systems and technologies, as well as customer service ticketing frameworks
Customer service orientation and skills with a demonstrated commitment to customer satisfaction in every interaction
Aptitude for identifying issues and using analytical skills to examine data to identify effective solutions to general/routine problems
Demonstrated experience in CRM systems (Salesforce desirable) maintaining and leveraging data for reporting purposes
Efficient time management and organizational skills to prioritize tasks while handling a heavy volume of customer support tickets and ensuring smooth operations
Decision-making capabilities for informed and timely decisions, especially in high-pressure situations
Broad understanding of monitoring systems and other relevant technologies
Flexibility and adaptability to fast-moving situations and requirements
Communication skills, (written, verbal, listening and presentation)
Interpersonal skills to establish meaningful relationships in person and a remote environment

Assistant Manager – Customer Support

Key skills