Title: Manager/Director of Customer Support
Location: Alviso, CA
Job ID: DCS09
Headquartered in Alviso, CA, Minerva Networks is a privately owned networking infrastructure company developing innovative end-to-end broadband IP television solutions in the telecommunication and enterprise markets.
Key Responsibilties:
Develop, direct, and shape our company’s customer service strategies and activities to improve customer satisfaction and enhance Minerva Networks’ reputation in customer service excellence. Ensure customer satisfaction through prompt resolution of customer phone inquiries and issues in the technical support area. Participate in key management level decisions affecting the operations of the company. Responsibilities include, but are not limited to, the following:
- Developing and implementing customer support plans, policies, and procedures
- Training, motivating, and driving a team of technical support personnel
- Interfacing and driving other departments to provide timely solutions to customer issues
- Working in conjunction with other departments to improve internal processes for support
- Informing management of issues/performance of company’s products
- Developing personnel policies to increase productivity, teamwork and quality of service
- Allocating personnel resources effectively on time and within budget
- Organizationally increasing the awareness of the importance of excellent customer support
Skills Required:
- 5+ years experience as Customer Support Manager, or Director-level experience
- Proven track record in defining and leading a technical customer support organization with a strong sense of urgency
- Excellent knowledge of the telecommunication industry
- Experience managing small to mid-sized support teams solving complex technical issues in one or more of following technologies: client/server application, IP networking, MPEG video compression, Oracle, and/or Linux
- Excellent understanding of all areas of business operations and able to effectively work with all departments within the organization to promote customer service excellence
- Strong leadership and interpersonal skills
Education: Bachelor’s Degree in EE or CS
Minerva Networks is an Equal Opportunity Employer. We recruit, train, compensate and promote without regard to race, religion, creed, color, nation origin, sexual orientation, marital status, veteran status or disability.
If you are interested in submitting your resume for this position, please Email it to hr@minervanetworks.com and reference the Job ID in the subject line.