Sr. Customer Support Manger
RootMetrics - Bellevue, WA

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We are seeking a self-motivated, talented Sr. Customer Support Manager to be the primary interface between our customers and Root. The Customer Support Manager will be a natural problem solver, passionate about customer experience and love technology. As part of the product team you will become an expert in Root products and act as the first line of support when our customers have a product issue. A nimble organization mentality is critical for success in this position: a passionate can-do attitude, exceptional communication skills, and the ability to collaborate while acting as a thought leader in your area of expertise will serve you well at RootMetrics. Sound good? Once hired, here’s what we’ll need you to do.

Key Responsibilities:
Communicate with customers via phone and email to ensure effective use of Root products

Rapidly diagnose and route incoming issues to appropriate teams

Research, reproduce and resolve customer technical issues

Creation and maintenance of a knowledge base

Maintain appropriate case and customer files and records

Demonstrate ability to focus relentlessly on customer satisfaction.

Skills Required:
Several years in a customer facing product support roll.

Ability to balance customer satisfaction with internal resource availability and priorities.

Bachelor’s degree from a 4-year college or university required or equivalent experience

Experience in a technology organization in a product management or product support role required

Working understanding of wireless technology highly desired

Interpersonal skills consistent with an entrepreneurial, small-company environment where teamwork is of the utmost importance

Strong time management and organizational skills

Ability to concurrently drive multiple deliverables and track to multiple deadlines

Relentlessly high quality standards, accuracy and extreme attention to detail

A history of positive teamwork, flexibility, and the ability to thrive in a fast-paced environment

Ability to juggle many projects and consistently deliver results despite multiple priorities

RootMetrics - 24 months ago - save job