Fast Switch, Ltd. Corporate Web Site

Job Details
Job Number:	002973
Position:	Customer Service Manager - Permanent
Job Type:	Permanent
Job Description:	The manager of Customer Service is responsible for ensuring that all customer issues are tracked and resolved. In addition, outstanding customer management skills will be required to keep customers informed and manage their expectations while issues are being resolved. This position will be both reactive to customer needs as well as proactive in managing the relationship and anticipating future need and risk points. This includes responsibilities for constant customer communication and information exchange. The customer service manager will be ultimately responsible for customer needs and will focus on reaching mutually beneficial outcomes of all customer interactions. To submit your resume please email us at greatjobs@fastswitch.com and tells us the position # you are interested – if we find that your background/skill set is a match for the position you will receive a response within 24 hours. Requirements • Become a functional expert in the use of the firm’s products. • Review and categorize all customer reported issues, ensuring that issues are properly triaged and understood before assigning to a technical resource. • Determine if there are feasible workarounds for customer issues and communicate same to customers. • Continuously seek to build and enhance enduring relationships with customers while working to achieve a thorough understanding of their current and future needs. • Schedule and conduct regular meetings with customers to review service and product quality and ensure ongoing satisfaction. • Work closely with engineering and implementation resources to resolve customer issues. • Investigate and solve customers' problems, which may be complex or long-standing. • Handle customer complaints and subjective issues. • Communicate with members of the product management teams to provide information regarding future product features, enhancements and functionality. • Lead, manage and develop a high performance customer care organization. • Submit status reports and escalate high-level service quality issues, when necessary. Qualifications • Bachelors degree or equivalent work experience. • Strong leadership skills. • Ability to analyze, prioritize and resolve complex problems. • 5 to 10 years of customer support experience in the commercial software arena. • 2+ Years management experience
Location:	Columbus OH

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