Service Support Manager

We’re the global leader in workspace scheduling technology. We make it easy to find and book space to meet up and work together. We provide workspace scheduling software to over 1,000 of the world’s biggest brands, integrating meeting room and workspace reservation solutions that help remove friction in the workplace and free businesses and their people up to get the most out of their working day.

As a service support manager, you'll make sure that the needs of customers are being met or exceeded. Working with our regional customer teams as well as our global support team you will be the local expert for resolving customer issues. Providing support to our Professional Service and Customer Success teams, you will be a key part of our operation and a primary contact for customers experiencing challenges 

Main areas of activity:

• Proactively monitoring Customer issues and cases to ensure feedback is both timely and effective. 
• Proactively engagement with internal support and engineering teams to ensure the correct resources are focused on customer issues.
• Handling enquiries from customers in region to create a local support presence.

Responsibilities:

• Prioritise customers' problems, which may be complex or long-standing, that have been sitting with the Support Organisation.
• Articulate the impact of issues on the customers business to the wider Condeco business to enable prioritisation against other customer and Condeco roadmap items.
• Handle customer support/service complaints or any major incidents.
• Hold regular service reviews and create action plans to resolve areas of dissatisfaction with support/service  
• Analyze statistics or other data to determine the level of customer service your organisation is providing and ensure SLA’s are being adhered too.
• Meet with operations and support leaders to discuss possible improvements to customer service/support process.

Skills:

• Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other departments.
• Listening skills, to understand exactly what customers require
• Problem-solving skills
• Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
• Creative thinking, to be able to come up with new ideas to improve customer service standards
• An ability to work well under pressure

About You:

• BSc Degree (Computer related field preferred)
• 3-5 years of experience in Help Desk Management or IT/Technology Service Support
• Proven experience supporting multiple clients/accounts simultaneously
• Strong stakeholder management skill with the ability to push back.

Benefits:

• 25 days PTO
• Medical, Dental, Vision
• Optional Transit and Parking Benefit 
• Voluntary Disability 
• 401k Employee contribution only 

Company Information:

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• Condeco are proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment for all employees