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.
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.
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